Onva is a sales effectiveness consultancy that helps identify, create and sustain loyal customers and employees. We use Net Promoter® as both a research metric and also a means to initiate more effective sales, marketing and employee engagement/internal communications programmes. To amplify these services, reduce cost of customer acquisition - whilst pulling through customers that will in turn recommend, we also deliver award winning word-of-mouth marketing services.
London - February 16 2010 - Latest News from Onva - Sell more for less
Onva Consulting has moved and to celebrate we're giving Chairman's Network members a 15% discount on our Customer/Employee Engagement Survey – first 25 clients only!
15% off but what does an engagement survey deliver you?
Our engagement survey helps you to sell more effectively and it gives you the insight required to create an effective customer engagement and business improvement strategy. For employees it helps you identify what it will take to improve employee loyalty and productivity. It uses Net Promoter® to measure the strength of customer/employee advocacy, to identify priorities for change and business advocates/detractors.
The survey will provide your business with:
- Your Net Promoter Score – to use as a benchmark for business and sales improvement
- The reasons why customers/employees score the way they do
- The priority actions to increase your score and improve business processes and become more profitable
- Which marketing/recruitment activities create the right expectations and therefore attract Promoter customer/employees
- If you have high natural Word-of-Mouth or recommendability
- Which customers/employees to focus on because they are the most profitable/productive
- Whether people would like to be invited to participate in an advocacy programme i.e. effectively identifying commitment levels before further investment – thus de-risking that investment
- Oh and did we mention it’s 15% cheaper than usual?!
Missing, meeting or exceeding customer expectations translates into very specific customer behaviour. By exceeding your customers’ expectations they will:
Stay with you: Loyal customers continue to buy from you not because they have to or because they feel trapped but because their experiences have led them to want to stay loyal
- Buy additional products and services i.e. they have a high propensity to up-selling and cross-selling
Recommend: Loyal customers tend to refer their friends and colleagues. This word of mouth recommendation can significantly reduce the cost of customer acquisition and attract future Promoters
Feedback: Loyal customers are much more prepared to spend time with you and provide feedback on their thoughts and ideas for improvement. They do so not because it helps them but because they want to help you too.
Detractor customers on the other hand hurt organizations by:
Draining budget: They use costly resources while their issues are being addressed
Churning: They will ultimately defect – probably to a competitor
Bad mouthing you: Negative recommendations make it harder to attract new customers and retain existing customers – thus substantially increasing the cost of operations/cost of customer acquisition. Negative WOM is also at least three times more powerful than positive WOM. Therefore a potential customer would need to hear four positive recommendations to buy from a company if they had already heard a negative recommendation.
There is a third group – Passives. These are customers who are satisfied but unenthusiastic and therefore shaky.
If you are interested and want to talk to us further about deploying an Engagement Survey to kick start 2010, don’t hesitate to contact us today. All of our details are below.
About Onva
Onva Consulting specialises in helping organisation grow by activating their customer and employee advocates. As one of Britain’s leading Net Promoter® Loyalty Partners, Onva uses Net Promoter® to identify advocates as well as the causes of customer churn. Based on this insight Onva delivers customer and employee engagement programmes that drive revenue, profit and business improvement programmes that increase customer loyalty, retention and share of wallet.
Contact
New address: 51 Court Farm Avenue, Epsom, Surrey, KT19 0HD
Crispin Manners crispin.manners@onva.biz or +44 7774 774272
Matt Manners matt.manners@onva.biz or +44 7799 876473
www.onva.biz
About Net Promoter
Net Promoter® is both a loyalty metric and a discipline for using customer feedback to fuel profitable growth in your business. Developed by Satmetrix, Bain & Company, and Fred Reichheld, the concept was first popularized through Reichheld's book The Ultimate Question, and has since been embraced by leading companies worldwide as the standard for measuring and improving customer loyalty. The Net Promoter Score, or NPS®, is a straightforward metric that holds companies and employees accountable for how they treat customers. It has gained popularity thanks to its simplicity and its linkage to profitable growth. Employees at all levels of the organization understand it, opening the door to customer- centric change and improved performance.
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