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A Message for
Business Leaders
from our CEO
Message from our CEO
More than ever in my travels across the
globe, I have observed a dynamic shift in
the landscape of the customer/supplier
relationship. First, customers are
consolidating their spend for related
products and services into a few select
suppliers. But in these select suppliers,
customers are demanding differentiated,
effective, cost efficient, and valuable
relationships. They are actively searching
for suppliers who have the resources and
where-with-all to exceed expectations and
provide a unique and collaborative customer
experience.
I have seen how this new
customer servicing standard seriously strains
supplier resources, and hampers the abilities (of
even the largest organizations) to deliver valuable
products and services to the customer – which
results in a lose/lose situation for all involved.
But…on the other hand, for the
select suppliers that are able exceed the customer’s
expectations, provide economic value, ROI, and
deliver a memorable experience, the rewards are
abundant – increased organic revenue growth, larger
profit margins, and higher retention rates – just to
name a few.
As the dynamics of the
customer/supplier relationship continue to evolve,
there are two questions a supplier must be able to
answer in order to continually exceed the demands of
today’s customer:
-
Why are important
customers going to continue to buy from them
(supplier)?
-
Are customers going
to buy what the supplier is offering at prices
that enable the supplier to sustain the level of
product and service quality and innovation that
customers expect and require?
After a little thought, the
answer to either question can be complex…though not
impossible to answer. Ask five different contacts
within a customer organization why they buy from
you, and you will likely get five different answers,
none of which may be inaccurate – just different. So
how do we know why a customer really buys from us?
How do we know if they will continue to do so?
…Customer feedback measurements
and metrics.
More than ever, in this new era
of creating and differentiating extraordinary
customer experiences, there is a higher level of
importance for organizations to have factual and
ongoing customer experience feedback, measurements,
and metrics.
It has been my observation (and
experience) that those organizations who continue to
successfully over-deliver differentiating
extraordinary customer experiences are doing so by
measuring and assessing factual customer
feedback…ultimately, predicting customer behavior.
Through these measurements and metrics, suppliers
have been able to appropriately focus their
resources, products/services, pricing and servicing
efforts, allowing them to act now versus later to
sustain and grow important customer relationships.
So, how do you provide your
customer with differentiated extraordinary
experiences? How can your organization better
predict future customer behavior? How will you
continue to grow and develop these most important
customer relationships?
For 25+ years I have been
assisting organizations in answering these
questions. And over the course of those 25 years I
have provided clients with answers, programs,
technology, and/or methodology that has returned to
them, billions of dollars in revenue…but I am only
one person and my reach extends only so far…
So I created
LoyaltyProfessional™ , a full
service expert resource center that develops,
gathers, reports, analyzes and consults on customer
feedback measurements and metrics – providing
organizations with the answers and keys to
delivering amazing customer experiences.
At LoyaltyProfessional™,
we understand that managing and measuring the
customer experience is an ongoing process and a very
rewarding journey – we are here to assist you at any
point and in any way we can.
Great success to you!
Dennis J. Chapman Sr.
President and CEO
The Chapman Group
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© 2013 LOYALTYPROfessional™ is a Strategic
Business Unit of The Chapman Group
All Rights Reserved
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