Driving strong customer relationships - Frans van der Horst & Bram van Schaik

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Driving strong customer relationships__

Driving strong customer relationships

3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

Who are we

Frans van der Horst

Bram van SchaikOur focus is growth

2134Todays businessNew customersLoyalty & new spendNew products & servicesNew marketsMore money from each customerMore customers

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3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

We are all here to grow our business

Getting a better Customer ROIGrow revenueReduce churnIncrease efficiency in customer service

Becoming truly customer-centricUnify the organisationaround the customer3

3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

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3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer 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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3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

Guess the industry

ERP Software Provider

Discount Supermarket Chain

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3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

In summary7

1Individual context

Competitive offer / alternatives2Quality of product / service 3

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Why do customers switch providers?The top three reasons why customers leave:Source: TNS Customer Insight Surveys 2013/201431%because they received a better offer from a competitor28%because they are dissatisfied with the value for money24%because they had a bad customer experience8

3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

So it is important to

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1Have data about the context next to touch points

Understand emotions and attraction of competitions 2Use individual customer data and re- use exiting data 3

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TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com

Frans van der Horst Frans.van.der.Horst@tnsglobal.com+ 31 (0)6 483 140 70

Bram van Schaik Bram.van.Schaik@tnsglobal.com+ 31 (0)6 518 231 40

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3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS

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