CUSTOMER LOYALTY

"It is 3 times more likely that customers will recommend a brand or a product when they are emotionally engaged.”*

After sales is a key moment in making a customer loyal: the post-sales experience must continue naturally like the sales process for a positive experience with the brand, to transform a customer into an ambassador. Our “100% Satisfied” approach in externalization of the customer service, offers brands a range of tools with which they can continue their dialogue with customers after sales, and ensure their satisfaction, a guarantee of positive recommendation.
* Source: www.mckinseyonmarketingandsales.com 

  • LISTEN TO AND RESPOND TO CUSTOMERS’ DEMANDS

    It is well-known that After Sales services are a powerful added-value generator for your brand. Taking into account complaints is the best way to transform your customers into ambassadors. Complaints’ analysis enables you to detect areas in which you may improve your offer.
    The benefits for you:
    ●         Consolidate the relationship: listen to your customers when they get in touch and ensure that you have responded to their demands.
    ●         Measure their satisfaction to generate brand ambassadors
    ●         Identify opportunities for additional sales

  • ACCOMPANY AND PERSONALIZE

    Maintain a privileged relationship with your customers, whether in BtoB or BtoC! Keep them up to date with your new products, train them to use your new products face to face (onsite training) or by using remote tools (e-mailing, webinar, e-detailing, social media…).
    The benefits for you:
    ●         Keep your pool of ambassadors alive with a support strategy: new uses, complementary offers, sponsorship and recommendations, studies, etc.
    ●         Make training systematic to prolong the relationship with your customers
    ●         Strengthen synergy with your sales teams to maximize results 
TALK TO US ABOUT YOUR PROJECT
We develop your Customer Relations strategy or externalization of your customer service.

CASE STUDY

SPORT’S SECTOR

+85%

call answer rate (also called service rate) superior or equal to 85%

4 languages

a successful activation in the United Kingdom, France, Italy, Spain thanks to a multilingual team ensuring daily management of consumer requests

100%

a harmonized process on all of the subsidiaries to follow 100% of requests

THE CUSTOMER’S PROBLEM

Accompany the international launch of a premium connected product and take into account new customer expectations in after sales:

  • Anticipate the nature of requests and service processes at an international level
  • Activate and centralize consumer integration in Europe
  • Share experience from feedback and improve the request process

THE PERFORMANCE DIRECTE SOLUTION

A consulting mission enabled us, in an initial stage, to audit internal processes in each country and to propose processes and adapted tools to launch the connected products.

Creation of a multilingual Performance Directe team and training to cater to new expectations of customer service.

MEANS EMPLOYED

  • Audits with interviews of in-house contacts and distributors in different countries, implementation of a monitoring process. 
  • Creation of specifications for tool development.
  • Recommendation of adapted processes.
  • Creation of a multi-channel customer service in 4 languages – French, English, Italian, Spanish
  • Ongoing management of the technical hotline, via externalization of customer service.

RESULTS OBTAINED

  • Harmonization of methods and processes in the open countries.
  • Implementation of multi-lingual tools: ticketing, knowledge base, after sales returns management platform.
  • Activation of successful customer service in Europe with an externalized multilingual team to ensure the daily management of consumers’ request.
  • Service rate higher than 85%.
  • Consumers’ consumption higher than 95%.