CustomerSure is for people who know the commercial value of great service and care about being the best in their sector.
Profit is a trailing indicator of success, whereas satisfaction levels are a leading indicator – are customers happy enough to stay, spend more, and refer others?
Our edge is know-how, baked into our software, of using real-time customer feedback to achieve your critical business goals, not just to improve your Net Promoter Score (NPS) or satisfaction scores.
With up to date information on customer pain points you can make informed decisions, prioritising improvements to get the best return.
Our Voice of the Customer maturity model is the blueprint we use to guide your customer experience team, implementing the technology and processes that will measurably improve your bottom line.
GDPR’s a must, and if there’s a regulator for your industry they’re increasingly concerned to see you not only capturing customer feedback, but showing how you’ve acted on it – especially for vulnerable customers.
This is discretionary spend, so is it a wise investment? What will you lose without it?
With accurate, up-to-date data everyone can discover quickly and confidently exactly what’s helping your business and what’s hurting it. Then they can do the most important thing — fix what customers are saying is most important to them.
You’re probably already getting customer feedback that’s patchy and second hand, maybe anecdotes from the front line (the ‘squeaky wheel’), maybe from lost sales analysis. You may even do the occasional survey and measure Net Promoter Score (NPS) or customer satisfaction, but it feels disconnected from day to day business. The better alternative is first-hand customer feedback, revealing satisfaction accurately and immediately throughout the customer journey, and channeled straight through to all key stakeholders
Implement it properly, and you’ll find that growing numbers of your customers reach the point where they’re happy to recommend you spontaneously. Our Voice of the Customer (VoC) maturity model illustrates the business benefits at each end of the spectrum, the incidental benefits from dabbling (such as running an annual customer survey), through to having a real-time feedback system which gives everyone the information they need to do their job better.
People often say it’s hard to demonstrate the ROI of customer experience. It’s not. The ROI is measured in customer revenues retained, not lost to a competitor. It’s measured in new customers acquired because existing customers are sufficiently confident to recommend. It’s higher prices (and margins) justified by superior service, and lower costs from fewer complaints.
Quite the opposite. At CustomerSure we specialise in meeting the requirements of large companies and small enterprises. We match our competitors on features, but not on the size of their quotes, and we publish our prices for transparency. We’d love to invite you to talk to our clients and find out how our service compares, too!
Some would say you should be setting targets to increase satisfaction scores, or there’s a certain NPS you should hit. We say, you shouldn’t be inventing new goals, your current ones are just fine. If you use customer feedback correctly (the key skill we help with), it just makes it much easier to hit them. Growing revenue, increasing margins, improving quality and service – without real time feedback from customers you basically have to guess what to do and much effort is wasted.
Absolutely not. Over time, roles and responsibilities will change as you move from fire fighting to fire prevention, and it’s likely that you’ll soon be able to liberate people from costly hot spots and move them onto projects which add more value.
Some of our clients are starting with a blank canvas, others are using general purpose forms or survey tools. Our fastest growing source of new clients is winning tenders to replace alternative customer experience platforms such as Qualtrics, Medallia or Rant & Rave.
We don’t lock anyone into long contracts and most clients are on monthly rolling agreements. We prefer making it hard to leave in a better way – by blowing your socks off with great software, responsive service, and the very best advice.
CustomerSure is UK-hosted cloud software. It’s fast, secure and it’s proven highly reliable for well over a decade. It also integrates easily with many other business systems, including Salesforce, and it’s GDPR compliant.
Learn about the benefits other companies have achieved.