Customer Retention
Acquiring customers is only half the battle. The real work starts when it comes to retaining those customers and keeping them happy.
The Challenge
A major telecommunications company is faced with unhappy clients resulting in high customer turnover and losing market share to their major competitor. The company is looking to identify all the reasons why their customers are leaving, and how to improve their customer experience not only to win back those customers they lost, but to build customer loyalty so they don’t look for other options in the future.
How we solve the problem
ARC’s Competitor Analysis program allows the company to identify competitors and define common elements of customer service and quality, break down comparable areas, and contact both you and your competition on a regularly scheduled basis, much like our Mystery Shopping program.
Armed with ARC’s comprehensive contact analysis and evaluations, the company is able to target specific areas for improvement compared to others in the industry. Such insights give the company an opportunity to get ahead of the curve, providing services their competitors aren’t and using that edge to build brand loyalty and retain their customers.