Improving Customer Satisfaction through a new data-driven relationship program
CHALLENGE
Customer Satisfaction and Advocacy scores were lagging vastly behind target. With six months to the end of the financial year, this organisation needed fast and effective action, without a significant budget.
APPROACH
By analysing customer data, we identified what they considered baseline service versus what they truly valued in the relationship with this supplier. Overlaying to this, was the survey process, timelines and resources available.
SOLUTION
An exclusive hospitality program targeting the ‘right people, at the right time’. This new strategy aimed at solidifying personal relationships and humanising the brand. It leveraged existing resources and ticketing and surgically targeted cusp audiences.
RESULTS
Outperformed Advocacy targets (5 pts uplift) and financials compared to other initiatives in market (30:1 for each $1 spent),