The Customer Care Concept stands the practical Test
«Our company-wide service initiative is based on the Customer Care Concept. While increasing the quality of our service, we at the same time managed to reduce costs significantly.»
Alfred Leu, CEO, Generali Insurances Austria
«The Customer Care Concept is a solid foundation to develop a company into a high-performing service organisation for establishing long-lasting and profitable customer relations.»
Prof. Dr. Rolf-Dieter Reineke, FHNW, Hochschule für Wirtschaft, Institute for Management
«The Customer Care Concept was the basis for our quality offensive and paved the way to a highly efficient service organisation.»
Francesco Canzano, Head of Customer Service, EKZ (CAt-Award Winner 2011)
Gain today's Customers with the Customer Care Concept
Nowadays customers are more demanding, critical, ready to change and better informed than ever before. They not only want to buy and consume, they also want to be involved in the creation of products and services. The fast spread of social media provided them with numerous platforms where they could publish their experiences in dealing with companies quickly and easily. It goes without saying that customers in the current area - we call it the Social Customer Economy - have much more power and are absolutely capable of using it for their own purpose and interest.
Which Consequences do these new Rules of the Game, which have been changed by Customers, have for Companies?
In spite of high investments into CRM initiatives in the past decade, excited and especially loyal customers still seem to be scarce. Companies are facing the same challenges across industries:
- Unhappy customers and high loss of customers
- Unsatisfactory new customer business and high acquisition costs
- Lack of service efficiency, little transparency and no measurability
- Exhausted employees, little identification with the company
Take the Road to Service Differentiation with the Customer Care Concept.
Organisations can show different reactions to the current situation: on the one hand they introduce an aggressive pricing and discount policy, which leads to a short-term gain of new customers but also has the risk of losing them equally quickly when competitors reduce their prices – a vicious circle. Or, and that is probably the more promising although by far more challenging way: service differentiation! The organisation succeeds in differentiating itself by providing excellent services and consequently focusing the entire company on the customer in the market – an absolutely «heavenly circle».
Profitable Customer Relations with the Customer Care Concept
The latest version of the Customer Care Concept shows how customer orientation can be implemented in Organisations. The goal is to strengthen the company’s capacity for interaction and dialogue and to maximise customer value by means of rendering excellent services. The biggest advantage in this context represent the experiences customers can collect in daily interaction with their customers. In the Customer Care Concept this advantage is called Single Point of Information (SPOI). Consequently, the SPOI provides the most important raw material for setting up learning and profitable customer relations and thus represents a competitive advantage which cannot be copied and allows the organisation to render more individual and better service to customers.
- Here all customer interactions are captured, independent of the respective channel.
- This enables a 360 degree of the customer and his needs.
- Thus learning, long-term and profitable customer relations can be built up.
- You as a company get a competitive advantage that cannot be copied.
- With this knowledge you are able to serve customers more individually and better.
The right technology platform with trueAct
Succeed in the technical Implementation of the Customer Care Concept with trueAct.
Because trueAct was developed exactly for this purpose. Apart from the design factors «people» and «organisation» an intelligent technology platform is required for successful implementation. This is the only way organisations can face external and internal challenges intelligently and are thus able to significantly improve sales performance as well as service efficiency and employee loyalty.
At which point are you on your way to becoming a service champion?
Do the Customer Care Check now! You immediately receive the maturity degree of your Service Organisation in relation to the Customer Care Concept (CCC).