CUSTOMER LOYALTY
The primary focus of our Research Department is to provide solutions helping measure, interpret, and manage customer loyalty. Our clients have expressed their need to track and project retention of their customer base. They can then identify customers that are at risk and develop strategies that will have the most impact. We help develop a customer satisfaction index that identifies needed changes in operational or business practices. We provide systematic follow-ups and future product or services needs; thus ensuring longer more profitable relationships for our clients and their customers.
CUSTOMER LIFECYCLE
Every day your business has the opportunity to either gain a customer or lose a customer. What really determines who is a customer can be described as the difference between a consumer who is merely aware of your business and stops in on the rare occasion, or the person with whom you have a 10 year relationship and who is willing to sign another service contract.
In order for your business to grow, you need to know what customers at all stages of commitment are thinking about your firm; its products and services, its competition. What do they believe you are doing right? What could you do better? What could you stop doing? How do you compare to your competition? Our customer loyalty satisfaction research has led us to concentrate on four main areas of research:
RESEARCH & FOCUS [back to top]
1. PEOPLE
Our hand-picked team has the ideal combination of technical knowledge, academic credentials and real-world experience. Our team delivers confidence and consistency.
2. QUALITY
Disciplined processes ensure the utmost reliability in your answers. Our follow-up and communication are critical elements to your success.
3. METHODS
We create customized solutions to help you meet your goals. Our team excels in creative ways to solve your problems, bringing tremendous technical expertise to each assignment.
4. PARTENERSHIP
Premier companies turn to us because we listen carefully and take the time to understand their business situation. We deliver without any “surprises
5. RESOURCES
Our in-house capabilities provide quality control, speed and cost efficiency. We believe in delivering both confidence and value with state of the art services.
SURVEYS [back to top]
Rigid scientific discipline is necessary for accurate measurement of customer loyalty. Over the years we have developed, refined and validated behavioral models that provide an accurate measurement and projection of customer attitudes, behaviors, and loyalty. We pre-test surveys with a sub-sample of respondents, using different interviewers. Through test interviews we can check the survey instrument both for ease of administration, accuracy and usefulness of the information. The results provide accurate, complete survey databases all of the time.
Customer Satisfaction and Loyalty Survey:
Other surveys include:
CALL CENTER [back to top]
We operate one call center located in Billings, Montana.
The software interviewing systems that we utilize allow for complex survey designs with skip patterns and several variations to include closed ended questions, multiple choice, rating scales, verbatim responses, as well as prompt questions.
Our Interviewers are thoroughly trained in both interviewing and customer service follow-up, and receive additional project by project training on specific requirements of each project.
We maintain a low supervisor-to-interviewer ratio. We have both English and Spanish speakers to conduct interviews. We also provide a toll-free incoming long distance line that allows hard to reach respondents the ability to return calls at their convenience.
CONTACT MANAGEMENT [back to top]
This product was initially designed as a customer satisfaction program that was developed as a tool to evaluate customer satisfaction levels driven from some type of service or purchase experience. Over the years RIM Advertising, Inc. has expanded the development of this program gearing it directly toward companies who are either in the trucking, heavy equipment and/or industrial markets. As we continue to work with our clients, we clearly have established two distinctively different objectives or uses for this program.
The first objective is to concentrate only on development of a customer satisfaction index to help assure each company that they have the best business practices in place.
The second objective of this program has been to utilize this program as a complete marketing and management tool.
In either case, industrial companies need to know who their customers are, how well they are doing with their customers and how to maintain a cost effective way to keep in touch with their customers.
Customer Satisfaction Index
The primary focus of this program is to provide follow-up on all service and parts orders as well as new or used equipment sales to determine the customers level of satisfaction. Some businesses prefer to simply determine whether a customer is satisfied with their most recent experience at their business and if not, to allow us to gather the information as to why they are not satisfied and pass that directly to management. Others prefer to have a more detailed customer satisfaction report on several areas of their business process and develop a rating scale to help chart their progress from month to month and year to year. Monthly reports are developed to help show the results of the sampling taken. Questions are customized to fit your individual needs. Surveys are developed for each department in your business to help you gather valuable information.
Marketing and Management Tool
This program adds to the level of information that is received and the amount of information that is shared with the customer. As stated in the name this program is more then just a survey tool. This program includes surveying, marketing and management direction. A summary of this complete follow-up program includes the following: