How to Balance Customer Satisfaction and Profitability

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March 7, 2017
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How to Balance Customer Satisfaction and Profitability

Improve your bottom line with customer satisfaction metrics that optimize satisfaction and maximize profit.

Invest in too many customer touchpoints, and you could be wasting financial resources. Invest in too few, and customers leave. CFI Group, a global provider of customer satisfaction strategy, analysis and consulting services, can help you identify optimal ways to satisfy customers profitably.

With state-of-the-art predictive models that tie customer satisfaction to actual financial performance, CFI Group can identify your Point of Optimal Return—the sweet spot of customer satisfaction where customers feel serviced and your business is profitable.

Through CFI Group’s methodology, you gain:

  • Optimal target setting
  • Clear insight into the ‘voice of the customer’ and key satisfaction drivers
  • More accurate ROI assessments for improved financial performance

Target Setting Based on Customer Feedback

All customers are not created equal, yet targets for operational metrics are rarely set based on customer feedback. Over-service the customer and you’ve spent too much, under-service and you’ve lost customer revenue. CFI Group can help you understand exactly where objectives should be set to optimally balance customer satisfaction and investments.

Identify Key Satisfaction Drivers

By combining ‘voice of the customer’ feedback with precision cause-and-effect modeling, managers can identify exactly where to spend that next dollar for maximum financial impact. Our solutions can be used in a single channel, such as a retail store or call center, or can be used to understand how to best serve customers across multiple channels.

Project Financial Impact & Growth

In the past, determining the outcome of business decisions that impact your customer was more art than science. CFI Group makes that job easier. Our customer satisfaction assessment tool allows firms to predict the revenue and profit that will result from customer investment alternatives.

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