Customer Care Cube (C3)TM
A Customer Satisfaction and Retention Methodology
Most companies recognise that
customers and employees are their most valuable assets. The retention and
development of these assets should be high on the priority list for every
company. Employee Performance Review and Appraisal systems are a recognition of
the need and desire to retain and improve the performance of employees.
Yet, when it comes to that other most valuable of assets — customers —
most companies priority is to acquire new customers, rather than to retain and
develop existing customers. This, in spite of the fact that existing
customers are more profitable and that it typically costs 5 to 10 times more to
acquire a new customer than it does to retain an existing one.
The Customer Care Cube (C3)TM
A Customer Satisfaction and Retention methodology
is a practical customer focused methodology It identifies the key service
components that are important to individual customers and, by raising the performance
standards for these service elements, significantly improves the level of
customer satisfaction and retention.
The objective of the Customer Care Cube (C3)TM
methodology is to significantly improve profitability through substantial improvement in customer retention
and development.. It is based on having key
customers evaluate the performance of the organisation on an annual basis and
mirrors the Employee Performance and Appraisal system in operation in most
organisations.
The methodology is SMART in that it identifies and focuses on Specific
service/satisfaction components, sets very Measurable targets that are Achievable
and highly Relevant and relate to a specific Time period.
Customer Care Cube (C3)TM is a Continuous Improvement
methodology.
To view the
White Paper, which is in PDF format, you will need a PDF reader.
To download a PDF reader click here. 
To download the white paper and to ensure that we keep you informed of updates and new white papers please
complete the following details:
