close

Request a presentation.

The process is as simple as this:

  • Complete the form
  • One of our customer experience experts will contact you
  • You’ll experience the Customer Experience Platform and get answers on all your questions

Explore a new perspective on customer loyalty

COMEBACK

“The girls are more focused on what the customers have answered and on what we can do better. It has become part of our daily lives instead of an event that only occurs once a year.”

I am in Espergærde visiting the company Comeback. I am talking to the company's director, Dorthe. Would you like to tell us a bit about what Comeback does? Well, we man the phones for 300 to 400 companies, ranging from small one-man businesses to large companies that have outsourced their reception service to us. So our product is customer service. Therefore, it is very important for us to know at all times – well, I suppose this is true of all companies – that we are doing a good job and that the customer is satisfied. Right, and a few months ago you decided to increase your efforts in this area and focus more on customer loyalty. How were things before you really started to work with customer loyalty? Of course, we always do everything we can to follow up on something a customer wants us to change, but with regard to customer satisfaction surveys, once a year we would say, “We need to finish this and that and then we will send them out.” It was a great task, I think, to get the surveys formulated, to find recipients and to send the surveys out. And when we received the replies, we got several hundred, which we had to act upon and address. So what do you do now? What have you changed since then? Now we are using Net Promoter Score®. It runs automatically. Every Wednesday, a small pool of customers are asked the questions and we get results in a quantity that we can deal with, and in this way it has become an integral part of our work. The girls are more focused on what the customers have answered, and on what we can do better. It has become part of our daily lives instead of an event that only occurs once a year.
 
 

“We even draw a little heart next to the things the customers have commented on – a little heart list. This was what they wanted us to do better. And we follow up on it a couple of weeks later.”

And I know that your Wednesdays are a bit special? They are, yes. Every Wednesday, questions are sent out and answers come in. So on Wednesdays we constantly press “update” to see the results. Seeing as the number of answers we get back is limited, the comments, requests and suggestions the customers make stick with us. We simply remember them, even the ones we got three weeks ago, because we only get a small number at a time. If we received, let’s say, 200 responses, we would not be able to remember each of them, so we would of course do something to integrate it. But this has made a big difference, and it has made each of the girls set a personal goal for what she can do to take the score up, instead of saying, “It's going very well but it also went very well last time.” If it is a number, we are suddenly able to measure, for example, if they have gone from seven to nine. So one can simply follow the development? Yes! One can follow the development because it is very specific and measurable, and when you want to set some goals, it is better to have some numbers. And also when you get a ten, I suppose? Well, we can’t rest on our laurels, cheering, “Yeah, this one has given us a ten, and now this one, and this one responded with a ten.” It becomes a natural part – something that reminds us to check up at all times. One has to pay attention to it at all times, and if a customer asks us, for example, “Please also remember to get that information,” (an email address, for example, because when you take a phone message, you rarely also get an email address), if we forget, we fix it. We even draw a little heart next to the things the customers have commented on – a little heart list. This was what they wanted us to do better. And we follow up on it a couple of weeks later: have things improved; have we remembered to follow up with the customer? So, it is basically a question of many little things. Yes, it is the small nuts and bolts that we need to turn and pay attention to. We have received many suggestions for something the customers believe we can do. We have taken these to heart.
You can use the suggestions proactively to develop your business. Yes, we certainly can! Some of the suggestions have been amazing, that’s for sure. This too has been great. So, dear readers, if you too want to develop your business and score a lot of tens, follow the Comeback example.


www.stemcare.dk