Mitchell worked with The Cassels Corporation to develop a customer survey that not only developed a better understanding of client needs, but also played a role in developing the company’s future direction. The follow-up utilizing a call centre (Simcoe Message Centre) allowed customers to express more and resulting in a growth in new referrals.
“Customers are made to feel wanted. In the fast-paced world of financial services, if you’re not taking the step of linking with your clients, you’re missing the boat, “ says Mitchell in an interview in the June 2000 edition of Huronia Business Times.
“Companies lose customers in 68 per cent of cases due to an attitude indifference”, says Bob Cassels, President of The Cassels Corporation. “If a customer really knows what you do, they can tell other people. People buy from people, not because of product. The majority of people deal with someone they like” (Relationship Marketing).
Besides getting feedback from customers, an independent Cassels Corporation Customer Survey is an opportunity to share information about other services and products that the business can provide.
BONUS: 35% growth in additional sales comes from better-informed customers buying more and 40% increase new clients through referrals.
Customers are fighting back. They are demanding better service, and if you don’t provide it, your competition will.
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