Will your customers come back? Understanding customer retention is important. Deciding how to drive customer retention is even more important. It’s easy to make smart decisions when you know the outcome ahead of time.
Retailers face unique pressures. Your customers have ample choices and make decisions based on many factors, including the in-store experience, website, call center, price, product availability, and of course ... service. Understanding not only how you perform against these factors, but how you compare with competitive offerings, can mean the difference between growing or shrinking margins.
In many cases, employees have a huge impact on a retailer’s success. Oftentimes, the in-store or call center staff is the primary contact that your customers have with your store. CFI Group helps retailers understand the impact of employee engagement on customer satisfaction to gain insights into hiring and developing the best people to represent the company.
CFI Group has developed a multichannel approach for monitoring and measuring customer satisfaction. Retailers can use this information to create insights for action, so that even at the store level, managers get the information they need to improve performance.
And because CFI Group leverages the methodology of the American Customer Satisfaction Index (ACSI), we can benchmark your customers’ satisfaction against other leading providers in your industry.
Give us a call, or contact us, to learn more about how we can help you leverage your most important asset ... your customer.