Service strategy

Achieve a significant increase in the number of your customers and activate your hidden potential for turnover

The situation:

You feel that the quality of your service is good. However it is not clearly defined. Would you like to evaluate these measures in the future by using defined criteria that allow you to identify your strengths and weaknesses? Would you like to ensure that the quality of your service can be recorded and evaluated? Would you like to strategically optimise your customer service next? Do you view this as an opportunity to establish a solid position within the market, to retain customers, and to win new ones?

The quality of your service is a crucial factor. Businesses recognising the need for action can make the most of unharnessed potential.

With the vast majority of businesses viewing service as secondary in practical terms, chances are that a little effort in this area will help you stand out considerably from the crowd. Until now. This is the positive side and an oft-underestimated, excellent opportunity that only few companies have actively used so far. In industries in which competition is fierce, this has been recognised and is deemed a strategic issue.

Customer service - Reactive, full of risks

The worst thing is when your customers are dissatisfied and do not tell you so. Most customer have the option to simply move to a competitor if they are dissatisfied with your service. This happens without you receiving any feedback. This is because most marketplaces have become or are becoming seller's markets.

Knowing why customers changed to one of your competitors is crucial. If customers do tell you this, chances are that they have already switched to your competition. By doing so they are giving you valuable information as to how your processes can be improved going forward.

It is however too late, and the best thing you can do is to be reactive in order to make customers return to you. You are in the unfavourable win-back situation.

Other consequences of insufficient quality of service are the following:

• Negative word-of-mouth

• Competition becoming aware of your weaknesses

• With the cause unknown, this situation cannot be controlled

• Increased efforts and costs for winning back customers

• Decreased in sales for no apparent reason

Customer service - Preventive, efficient, for winners

It makes more sense to introduce a preventive strategy which allows you to sustainably improve the quality of your service. This includes conducting survey among your existing customers and other measures.

Entryplanet offers you the service strategy as an optimisation solution. This lets you take stock of the full scope of the current situation. You can evaluate it and can implement a strategy that allows for optimisation of these processes.

This allows you, after a few adjustments having been made, to leave your competition far behind you and to establish yourself as "the trusted business" among your customers in the long term.

We will develop a scalable platform for you which proactively establishes future changes in the market. This is how you can make sure that you will be ahead in terms of service. You will also know exactly why.

Your advantages:

• Image stability resistant to competition

• Service leadership on the highest level

• Manifestation of retention of existing customers

• Word-of-mouth generate new customers

• Transparency of customer-service processes

• Strategic advantages in differentiation

• Controllable customer-service processes

• Campaign planning with controllable timeframes

• Adding value to customers by involving them

• Customers appreciate it when you are working to improve your processes

Please do not hesitate to contact us to discuss your situation and your goals.