Driving strong customer relationships - Frans van der Horst & Bram van Schaik

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    11-Jan-2017

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Driving strong customer relationships__Driving strong customer relationships3.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS Who are we Frans van der Horst Bram van SchaikOur focus is growth 2134Todays businessNew customersLoyalty & new spendNew products & servicesNew marketsMore money from each customerMore customers23.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS We are all here to grow our business Getting a better Customer ROIGrow revenueReduce churnIncrease efficiency in customer serviceBecoming truly customer-centricUnify the organisationaround the customer33.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS 43.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS Have a short chat about it with your neighbour Can you elaborate a bit about your ratings for performance? What drives your ratings on the preference share? What influenced your opinion? Personal reasons Market reasons External reasonsWhat drives recommendation? 53.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS Guess the industryERP Software ProviderDiscount Supermarket Chain63.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS In summary71Individual context Competitive offer / alternatives2Quality of product / service 33.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS Why do customers switch providers?The top three reasons why customers leave:Source: TNS Customer Insight Surveys 2013/201431%because they received a better offer from a competitor28%because they are dissatisfied with the value for money24%because they had a bad customer experience83.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS So it is important to 91Have data about the context next to touch pointsUnderstand emotions and attraction of competitions 2Use individual customer data and re- use exiting data 33.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.comFrans van der Horst Frans.van.der.Horst@tnsglobal.com+ 31 (0)6 483 140 70 Bram van Schaik Bram.van.Schaik@tnsglobal.com+ 31 (0)6 518 231 40113.14X AXIS6.65BASE MARGIN5.95TOP MARGIN4.52CHART TOP11.90LEFT MARGIN11.90RIGHT MARGINCustomer StrategiesDriving strong customer relationships TNS