It can cost a lot of money to win a new customer, and they may not be profitable straight away. So keeping hold of them is crucial. Customer satisfaction drives trust, loyalty, recommendation and sales performance. And 25% of consumers are prepared to pay a premium if they get good customer service. Great customer service depends on great communication. But because every customer is different, it’s not always as easy as you’d expect.
Quietroom helps customer service teams talk in a way that’s clear, vivid and real – so what they say makes sense, so their ideas come to life, so their message sticks.
What we’ve achieved
We helped Halifax’s customer retention team find new ways of having conversations with their investment customers. The team hit five 5 x its 3 year retention target in just 9 months, and an independent audit rated their culture, training and call scripts first in the market.
We helped UK Power Networks overhaul their customer communications, including letter templates, text messages and Twitter feed. Their average customer service score rose from 7.9 to 8.4 out of 10, and their website and social media team won the Customer Service award and Team of the Year award at the Utility Week Stars Awards 2014. They were also shortlisted for the CorpComms Digi award for Best Customer Service. Other electricity distributors and industry body Energy Networks Association got in touch for advice. And they shared their Twitter practice at the ‘Social Media in the Utilities’ conference.
We trained a Customer Relations Team at Prudential to write better responses to complaints letters. As a result, the number of follow-up letters from customers fell by a third, and the company’s measure of ‘letter failure’ fell by nearly 75%.
We helped AXA Protection train a team of 40 customer advocates. We ran workshops and designed and wrote a handbook that has helped their ‘customer experience’ ambition spread through the business.
We rewrote standard customer letters for Carpetright, and followed this with writing workshops for their complaints people. Their head of customer service described our work as ‘brilliant’, and reported a better-functioning team and fewer customer complaints.
We’ve worked repeatedly with Scottish Widows customer service teams on the phone, helping them with projects on customer loyalty and conversation design.