Customer Care Programme (CCP)

How the CCP process works

The Customer Care Programme (CCP) is a structured process to collect feedback and referrals from your current customers.

Implementing a Customer Care Programme will:

  • Enhance customer service
  • Maximise sales to existing customers
  • Improve customer retention
  • Increase profitability (through increased prices and lower operational costs)
  • Increase referral rates

This is achieved by:

  • Obtaining feedback
  • Acting on feedback
  • Reaffirm value delivered
  • Exploit upsell/ cross-sell opportunities
  • Utilise testimonials and case studies
  • Requesting referrals
  • Incentive & reward system

The Benefits:

  • Systematically obtaining and acting on client feedback results in staff solving the problems clients really care about...
    (Resulting in improved client satisfaction and a business that can manage itself)
  • Obtaining written success stories is psychologically powerful and it inevitably makes staff fluent in 'value statements'
    (Which is superb for increasing sales to existing, referred and other new clients)
  • Client communication using success stories and related anecdotes is THE most powerful sales message...
    (Influencing all Growth Drivers: Leads, Conversion, Sales Value, Margins, Frequency, Client Retention and Referrals)

Here's two case studies of customers who have implemented the Customer Care Programme...