Customer Retention

Do you really know what your Customers think of the way you conduct your Credit-related activities? Is your Account Management approach and Collection of Amounts Due in any way at odds with your Vision, Mission and Values?
Does this confuse your Customers and potentially lead to loss of trade?.

The effort required to locate and secure a new Customer is most often
far greater than that required to retain an existing Customer!

The professional approach of Creditability® to Credit-related Customer Satisfaction Surveys allows you to identify problem areas, both internally and externally, and provides solid fact-based data with which to justify future activity, including Capital Expenditure, staffing levels, improvements to Billing Practices, and an enhanced Customer Care approach..

MEASURE
Identify the Key Components to be measured.
Establish where you are. It is important to know your starting point to plot the success of future activities.

TRAIN
Perform a Gap Analysis on where you are and where you want to be. Develop proper training components to raise the levels of skill or degree of consciousness.

CHANGE
Ensure the learned behaviours are followed through.
Correct misconceptions and reinforce and reward proper conduct.

COMMUNICATE
Make sure all interested parties are updated on progress, including losses and wins.
Help those lagging behind.
Celebrate Group Wins!

Adopt a culture of Continuous Improvement.
Re-start the cycle ... re-measure, re-train.
Continue to aim for higher levels of Customer Satisfaction.