Service & Loyalty
Focus On The Best Return
The Galvin Group works as your partner on the key factors that give you the best return and improve customer loyalty.
Exceeding customer expectations
Quality communications throughout the customer journey
Rewarding Loyal Customers
Using Metrics and automation to improve your efficiency in all of the above
We have all heard the old adage that it takes 10x to acquire a new customer than it does to simply keep one that you have. This makes sense considering the probability of selling to an existing customer is 65%, while the probability of selling to a new prospect is 5-20%.
We recognizes that good customer service is essential. We also recognize that chasing the pursuit of high customer service "ratings" such as a CSAT score is one of the most expensive service mistakes an organization makes. Why?Service ratings don't pay the bills, loyal customers do.
Customer Loyalty is a set of behaviors and attitudes that a customer exhibits such as repeat business and choosing your brand over a competitor. Loyalty comes from customer engagement and managing the customer experiences and expectations during the customer's journey; from the first and last experience they have with you and every experience in between.
In partnership with your organization, we will help define the customer journey and incorporate automation that will engage your customers throughout their journey with your organization which will build loyalty and revenues along the way.