Concierge Customer Service (CCS) describes a level of service offered only to your most profitable customers. It plays a key role in retaining these valuable customers, penetrating your market, and converting your competitors’ clients in order to protect your profit.
Retention Beyond Your Top-Tier Customers
CCS works by providing your most profitable clients with a level of service that your competitors can’t give them, making it impossible for those competitors to wrest these customers away from you.
The mindset of CCS “trickles down” through your organization to change its very culture.
Because the system will provide feedback from customers at all levels of profitability, you will see retention benefits across the board.
More Effective Market Penetration
A true CCS system includes a process to constantly garner customer feedback. You can ensure exceptional levels of customer satisfaction and continuous process improvement throughout your organization.
As the benefits of CCS become apparent, other customers—such as your marginal accounts—will want access to it. This gives you the opportunity to show them what actions they need to take to gain access to the higher-level service.
Those actions, of course, are the actions that will make those accounts profitable for you.
Remarkably Rapid Client Conversion
Instituting Concierge Customer Service will allow you to draw from your competitors the customers who resemble closely your most profitable customers. How? Because this exceptional level of service—a level your competitors can’t afford to match—becomes a potent sales tool for your team.
Hurlbert Consulting will help your organization establish Concierge Customer Service in three phases. Phase I will use feedback from The Opportunity Generator™ and the Feedback Generator™ to focus your customer service efforts so that you also know how to orient your content/products/services as well as your marketing to align directly with your customers’ core concerns. The generator software will also provide you with the five core forms of social proof: testimonials, general satisfaction data, specific satisfaction data, referrals, and online reviews.Get Started Today!
Once you have illuminated areas in which your organization needs to improve and established strong social proof, you will customize your Concierge Customer Service system to reflect what your customers want. You will identify potential CCS representatives and train your sales team to embody these newly established Concierge Customer Service values and goals. CCS representatives will create systems that allow them to track all customer interactions and outcomes, and launch reporting mechanisms so that customers can see the benefits of their participation in this system.Get Started Today!
Finally, you will continue to receive and review the feedback garnered from The Opportunity Generator™ and the Feedback Generator™ to ensure customer satisfaction.
This provides a cost-effective way to keep your finger on the pulse of customer sentiment, to ensure that your Concierge Customer Service produces satisfied, loyal customers. Remember that your feedback system pays for itself, because the social proof of testimonials and statistical data can transform your marketing and content creation to skyrocket conversions.