“Strive to always exceed customer expectations and long term profitability will take care of itself”

Why Customer Satisfaction Matters

The single most consistent driver of company profitability is relative customer loyalty.

Our core expertise is assisting organisations improve their levels of customer satisfaction and loyalty. We have worked in this area for the past 15 years advising a wide spectrum of clients from US based Fortune 500 companies where we reported directly to the Presidents of these organisations to small organisations with less than $4 million turnover.

Customers are becoming less loyal and more rational in their decision making. Expectations are rising and customers are now more able to discern between competitors. In sum, organisations are under increasing pressure to attract and retain valued customers.

Consider the following:

• It costs 5 to 10 times as much to attract a new customer as it does to keep an existing one.
• Businesses typically lose between 15% and 20% of their customers annually, yet if they could reduce defections by as little as 5% this would increase profits by between 30%-125%. This would see a typical business double their customer base in 14 years!!!

Why use CIS?

Our core capability is our capacity to help organisations improve their levels of customer service and loyalty. This capability has been developed from 15 years experience gained through working with some of the world's largest and most progressive customer focused organisations. We are able to provide a seamless service from strategy development, customer satisfaction monitoring and implementation and training. Our approach brings with it a number of well refined tools and change management solutions.