driving strong customer relationships - frans van der horst & bram van schaik

Customer StrategiesDriving strong customer relationships© TNS

Driving strong customer relationships

Customer StrategiesDriving strong customer relationships© TNS

Who are we

Frans van der Horst

Bram van Schaik

Our focus is growth

2

1

3

4

Today’s business

New customers

Loyalty & new spend

New products & services

New markets

More money from each customer

Mor

e cu

stom

ers

2

Customer StrategiesDriving strong customer relationships© TNS

We are all here to grow our business

Getting a better Customer ROI

Grow revenue Reduce churn Increase efficiency

in customer service

Becoming truly customer-centric

Unify the organisationaround the customer

3

Customer StrategiesDriving strong customer relationships© TNS 4

Customer 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 reasons

What drives recommendation?

5

Customer StrategiesDriving strong customer relationships© TNS

Guess the industry

ERP Software Provider Discount Supermarket Chain

6

Customer StrategiesDriving strong customer relationships© TNS

In summary

7

1 Individual context

Competitive offer / alternatives2

Quality of product / service 3

Customer StrategiesDriving strong customer relationships© TNS

Why do customers switch providers?

The top three reasons why customers leave:

Source: TNS Customer Insight Surveys 2013/2014

31% because they received a better offer from a competitor

28% because they are dissatisfied with the value for money

24% because they had a bad customer experience

8

Customer StrategiesDriving strong customer relationships© TNS

So it is important to

9

1 Have data about the context next to touch points

Understand emotions and attraction of competitions

2

Use individual customer data and re- use exiting data

3

Customer StrategiesDriving strong customer relationships© TNS

TNS | Grote Bickersstraat 74 | 1013 KS Amsterdam | The Netherlands | www.tnsglobal.com

Frans 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 40

11