So it's 'panic time' everyone has got to 'opt-in' and 're-consent'.
That single action could cost you your database.
Let's be realistic, if you send your entire contact list a request similar to this....
"The changes being introduced...
Lets assume you have asked your customers to rate you on a 5 point scale (with 5 as 'top marks').
What would you say is an 'ok' score?
Human nature would suggest the midpoint of '3 out of 5' is 'ok', so maybe you can live with that... The research tells a different story.
Take a look at this '5 point' scale:
5 = Very Satisfied
4 = Satisfied
3 = Slightly Dissatisfied
2 = Somewhat Dissatisfied
1 = Extremely Dissatisfied
Those scoring 5/5 will actively promote your business. On average they will tell 5 other people.
Those scoring 4/5 really don't care one way of the other...
Those scoring 1-3/5 will go out of their way to tell people to avoid your services. On average they will tell 15 other people.
Source: Robert Ford / Jim Heskett Harvard Business School
If you would like to know more please email or contact us on 0207 100 5180.
As an independent third-party your customers invariably tell us things they don't (or won't) tell you. You can use this 'feedback' to address the things that cause dissatisfaction resulting in increased client satisfaction and increased retention. Follow up-the interviews to cross-sell and request referrals, generating 'free' marketing content and use some really smart, unique technology to automate marketing.