Attract & keep more customers!
“67% of customer churn is preventable if the customer issue was resolved at the first engagement.”

Engaging your customers and creating a dialogue with them is the most genuine, sure-fire way of finding out what grates them and what delights them into staying and doing repeat business. Without real customer data, we have to speculate the reasons for increased customer churn. Implementing authentic customer data platforms like Customer Radar into your organisation means you can track unhappy customers and easily engage them to turn their experience around, instantly improving your churn rate by providing great customer experiences and turning business detractors into promoters.

“85% of customer churn due to poor service was preventable.”

You can’t manage what you don’t measure. In lieu of direct customer communication, businesses can’t improve if they are not measuring the areas of business which are getting better vs. areas which are declining in terms of customer experience and perception.

Customer Radar’s voice-of-customer feedback and customer engagement platform collects the CX data from real people in real time and delivers it into a user-friendly dashboard. The platform triggers custom email and SMS alerts to the right people in your organisation as soon as customer comments come in. From there it’s easy to respond to unhappy customers and resolve their situation as well as share the positive feedback with your wider organisation and celebrate team successes.

NPS (Net Promoter Score) is generated directly from the customer responses from people doing business with you. We offer flexibility in the way you measure areas of your business, ranging from an individual team member scoring up to overall organisation’s NPS scores and deeper analysis. Many customer-focused businesses chose to incorporate Net Promoter Score customer data into their operations, measuring KPIs and business performance based on actual customer experience data rather than relying on speculative data.

Make one of the best possible organisational steps by implementing Customer Radar into your CX strategy and take on customer experience accountability. Personal engagement and issue resolution are the greatest factors in building customer loyalty and boosting retention. According to thinkJar, 65% of companies are able to successfully upsell or cross-sell to existing customers, whereas only 12% of companies are able to successfully upsell or cross-sell to new customers. This is one of many examples which highlights the importance of customer retention and the way it is reflected on the business bottom line.

 At Toyota, we talk about kaizen or continuous improvement, and this is one of the core elements of the Toyota Production System. It’s easy to say but how do we actually walk the talk, especially in the eyes of customers?In 2013 Toyota NZ introduced Customer Radar to help us do this. We now get almost instantaneous feedback from more customers than ever before. We can see the results online and in real time. Customer Radar has revolutionised our customer feedback process. One of the unique advantages of Customer Radar is that it is so easy for our customers to provide feedback without feeling pressured. In addition to the customer experience insights and benchmarking Customer Radar provides, we also receive live alerts from any dissatisfied customers. The ability to deal with issues quickly and efficiently means we have the opportunity to retain more business by being proactive with customers and demonstrate our commitment to providing the best experience possible.

General Manager, Customer Service, Toyota / Lexus