Ensure repeat business
Maximise incremental revenue
Extend customer loyalty time

Sound Marketing helps you to position your customers at the centre of your business

It takes 5 times as much effort to win new business from a new customer than it does to keep an existing customer. We all know this but how often do we check that we are getting it right? Research tells us that customer loyalty is at best tenuous. In a competitive market place repeat business for your goods or services is very much dependant on the “feel good factor” that you inspire in your customer rather than any firm rationale. Connecting to your customers on an emotional level is therefore key to establishing a lasting relationship with them, and this means getting to know them better. To do this you must go beyond simply delivering a product or service. You need to proactively anticipate your customers’ needs and expectations and set out to exceed them, not just some of the time, but every time. Sound Marketing have developed a formula to actively encourage customer loyalty and maximise your incremental revenue with a programme that focuses the whole of your business on your customers and the benefits that can be extended from this.

Sound Marketing helps you to develop a bespoke Customer Service Marketing plan.

We will show you how to maximise repeat business and recommendations from your existing customer base. From our initial discovery session Sound Marketing will establish a sound understanding of your customer issues which go beyond what is already known, drilling down into the whole customer experience and explores how this can be enhanced and improved.

During our initial discovery session Sound Marketing will find out

  • How your customers currently make contact with you;
  • What are their preferred methods of contact;
  • What was the purpose and nature of their original enquiry;
  • Were your staff polite and friendly;
  • Did your staff have the necessary knowledge to deal with the enquiry or issue;
  • Did the customer achieve a sense of progress or conclusion from the first contact;
  • What did they hope to achieve. Did your response fall short of their expectations;
  • Was a next step or a plan to resolve their issue identified;
  • Did they have confidence in your staff’s willingness to work for them to resolve an issue or understand their enquiry;
  • Did they understand “what happens next” and were they updated on progress if the contact was ongoing;
  • Did staff keep promises to call back;
  • Was the customer offered other options if your staff weren’t able to help them;
  • What was their overall impression of your business.

If you're not serving the customer, your job is to be serving someone who is.

Jan Carlzon, Former CEO of SAS

From Internal Customers we will learn:

  • How staff engage with one another;
  • How staff feel about the current systems;
  • What are the most challenging parts of their job;
  • If they understand their role in providing external customer service excellence;
  • How valued and understood staff feel for the work they do;
  • About any system or process or attitude that prevents staff from fulfilling their role to customers.