Business Mentor & Business Advisor Approach

Customer Service + Measures That Matter = Business Success

Major Focus Group recognises client service as the most important driver of business success. Regardless of the business type, your client’s experience of your business determines your overall success and profitability.

Why are loyal and committed customers the key to your profits?

• The cost of acquiring a new client is up to 4 times the cost of generating the same amount of work from an existing customer.
• A 5% increase in customer retention rate will increase the lifetime profits from your customers by up to 75%.
• Positive word of mouth, decreased cost to serve, increased annual spend, increased margins and increased retention all create increased profits.
• Loyal customers refer other loyal customers which are willing to spend with your business. Loyal customers are your best sales force and far cheaper than any other marketing plus generate better results.

Major Focus Group can help your service business develop loyal and committed customers through consistent and superior customer service, delivered by enthused and passionate people.

We assist you to:

• Determine what your clients value
• Provide a consistent superior service
• Measure what matters
• Implement correct pricing strategies

We work with you to:

Develop a client focused business – We help you look at your business the way the client does. We assist you to determine your customer value proposition, explore the experience of your customers and assist you to segment your clients for maximum results.

Measure what matters – We look at the financial performance indicators you are measuring and the return you are gaining from their measurement. Financial performance measures are some of the true drivers of your business and it is important to understand how to use these to improve your business.

Often in service businesses there is a range of business indicators being utilised, however these are generally very inwardly focussed. These may give us a good report on how the business is performing, but they don’t measure what customers truly value. As a result they often don’t predict future business profitability – only past transactions.

Many existing financial indicators create a culture of “fudging the results” in order to meet targets or quotas – rather than making a difference and getting an outcome.

Services businesses need to measure service and experiences that customers value. We help you look at the 3Rs of your customers – retention, repurchase and referrals.

Act on what's important – We assist you to recognise and measure what your customers and team truly value and act on this knowledge. We help you reward the right results and actions within your team and within your customer base.

When we look at rewarding results, this has two facets - internal and external. Internal measures are about rewarding employees who give consistent superior customer service, which may or may not reflect their personal efficiency. External measures are about rewarding long-term loyal customers and not just focusing on constantly seeking new customers.

Differentiate from your competitors – Your clients and customers need to easily identify the differences between you and your competitors to enable loyal buying behaviour.

Implement correct pricing strategies – Time based costing models are rarely the best measure for pricing services. Discover a range of more profitable alternative strategies that will reduce your administration, increase customer loyalty and increase profits.