Using CSnLP Express to retain your customer base

The 5 stages of customer complaints

1st Stage

• Are your customers getting a good customer experience?

• On average, 22% of your customers will be dissatisfied with their experience.

2nd Stage

• Do they complain?• An astonishing 96% of dissatisfied

customers will not even tell you they're unhappy. This is often because there isn't an effective channel for complaints.

• If you don't know they're dissatisfied you're powerless to fix it.

3rd Stage

• Are they satisfied by the complaints process?

• Typically, 62% of complaining customers will be dissatisfied by the process or the outcome of the complaint.

• This is often due to poor management of the complaints handling process or a lack of process altogether.

4th Stage

• How do dissatisfied customers act?• On average, 55% of the silently dissatisfied

customers will end their relationship with your company, while the rest will be at risk of doing so.

• Also, if customers get an unsatisfactory response to their complaints, 40% are likely to walk away.

• The good news is that customers whose complaints are satisfactorily dealt with will stay loyal to you.

5th Stage

• Overall result:• On average, your business will lose

12% of its total customers each year due to poor complaints management or an inaccessible complaints process,

• and a further 10% will be at serious risk.

Financial ImpactCompany XYZ

Customer base: 100,000

Rev/Customer/year: $100

Total revenue: $10,000,000

Good Experience: 78,000 ($7,800,000)

Poor Experience: 22,000 ($2,200,000)

Poor Experience

Complain: 880 ($88,000)

Don't Complain: 21,120 ($2,112,000)

Financial Impact (cont.)Poor Experience (expanded): 22,000 ($2,200,000)

Complain: 880 ($88,000)

Satisfied: 334 ($33,440)

Disappointed: 546 ($54,560)

At risk: 327 ($32,736)

End relationship: 218 ($21,824)

Don't Complain: 21,120 ($2,112,000)

At risk: 9,504 ($950,400)

End relationship: 11,616 ($1,161,600)

Bottom Line

Revenue at risk: $983,136 (9.83%)

Lost Revenue: $1,183,424 (11.83%)

So What Should We Do?

• We need to urge dissatisfied customers to complain.

• We need to have an effective complaints management strategy.

How Can CSnLP Help?

• CSnLP Solutions provides tools for your dissatisfied customers to: – Rate the products and services you offer, – File complaints when they suffer of poor

experience, – do that while they are still at your site, – and be sure that the complaints will reach the

management secretly and on the spot.

How Can CSnLP Help?

• CSnLP Solutions provides tools for your complaint handling staff to:– Receive complaints from all branches on their

computers without the need of paper forms or re-inputting data,

– filter, sort and categorize complaints as your internal polices define them,

– follow-up complaints until they reach the closure stage.

How Do CSnLP Do That?

1. We urge dissatisfied customers to file complaints by deploying:

CSnLP Express• We deploy it at the cashier desk, on the

counter, in the waiting area or at the exit door.• Customers need only 3 seconds to rate the

service and about 30 seconds to file a complaint if they have one.

CSnLP Express

How Do CSnLP Do That?

2. We help your compliant staff to respond to every complaint filed by using:

Express.CSnLP.Com• It will provide the ratings of the survey spread

by hours, days, weeks and months.• It will provide the complaints of the dissatisfied

customers so that they can handle them according to your complaint handling policies.

Express.CSnLP.Com

Did we Help?In Just 4 weeks, the filing of complaints nearly doubled

Conclusion

• We can help dissatisfied customers when they do file complaints.

• We can retain our customer base when we listen to their needs, comments, and complaints.

• Retaining our customer base means more revenue.

• And Yes, We Can Do It.

CSnLP Express

Express Your Experience

Q & A