driving strong customer relationships - frans van der horst & bram van schaik
TRANSCRIPT
Customer StrategiesDriving strong customer relationships© TNS
Driving strong customer relationships
Customer StrategiesDriving strong customer relationships© TNS
Who are we
Frans van der Horst
Bram van Schaik
Our focus is growth
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Today’s business
New customers
Loyalty & new spend
New products & services
New markets
More money from each customer
Mor
e cu
stom
ers
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Customer StrategiesDriving strong customer relationships© TNS
We are all here to grow our business
Getting a better Customer ROI
Grow revenue Reduce churn Increase efficiency
in customer service
Becoming truly customer-centric
Unify the organisationaround the customer
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Customer StrategiesDriving strong customer relationships© TNS 4
Customer StrategiesDriving strong customer relationships© TNS
Have a short chat about it with your neighbour
Can you elaborate a bit about your ratings for performance?
What drives your ratings on the preference share?
What influenced your opinion? Personal reasons Market reasons External reasons
What drives recommendation?
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Customer StrategiesDriving strong customer relationships© TNS
Guess the industry
ERP Software Provider Discount Supermarket Chain
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Customer StrategiesDriving strong customer relationships© TNS
In summary
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1 Individual context
Competitive offer / alternatives2
Quality of product / service 3
Customer StrategiesDriving strong customer relationships© TNS
Why do customers switch providers?
The top three reasons why customers leave:
Source: TNS Customer Insight Surveys 2013/2014
31% because they received a better offer from a competitor
28% because they are dissatisfied with the value for money
24% because they had a bad customer experience
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Customer StrategiesDriving strong customer relationships© TNS
So it is important to
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1 Have data about the context next to touch points
Understand emotions and attraction of competitions
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Use individual customer data and re- use exiting data
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Customer StrategiesDriving strong customer relationships© TNS
TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com
Frans van der Horst [email protected]+ 31 (0)6 483 140 70
Bram van Schaik [email protected]+ 31 (0)6 518 231 40
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