Customer Retention – Aidias Consulting Group believes that customer retention is crucial for remaining competitive. The firm helps organizations retain customers, improve customer experience and increase customer lifetime value through:
Retaining existing customers is far more cost-effective than acquiring new customers. Moreover, delighted customers provide the most effective marketing nudge to attract new customers through word-of-mouth and word-of-web, including Google Business Profile ratings and earned social media. These two philosophies are the cornerstones of the SPACE programme used by Aidias Consulting Group for designing, training and delivering customer service excellence. SPACE stands for S – SOP-driven working, P – Proactive behaviour, A – Aptitude and Attitude for providing customer service, C – Communication needed for delighting customers, and E – Emotional Intelligence applied at the workplace. The SPACE programme is used to create repeat customers, improve customer loyalty and increase the NPS score for organizations. Several organizations across diverse industries have benefitted from the application of SPACE for delighting their customers.
Several organizations are unable to get the best out of their employees due to the absence of practical and culturally aligned processes and SOPs. Aidias Consulting Group helps organizations embrace SOP-driven working by understanding business needs, organizational culture and employee capability, and then customizing SOPs that produce measurable business results. These process improvement and SOP implementation interventions help create uniformity of experience across customer touchpoints.
In the world of digital connect, the human touch is often missed. For example, because of social media, many more people may wish us on our birthdays through digital methods. However, when a few people call us to wish us personally, that call creates far greater satisfaction. The same logic applies to customer connect. Aidias Consulting Group has designed and implemented what is fondly called the “Speed Camera” impact in customer service. Implemented at P C Chandra Jewellers, this CRM set-up involves a team of tele-callers calling customers within 48 hours of their showroom visit to obtain specific feedback about their shopping experience. This has improved the overall NPS for the brand. In addition, calling customers who have not visited the showroom for a certain period and informing them about offers and new launches has generated additional sales revenues exceeding crores of rupees. The use of technology for calling, recording and analysing calls helps P C Chandra Jewellers formulate insightful strategies for superior customer connect. This model is also useful for hospitals and similar industries where customer service often becomes the differentiator in building brand equity.
