To truly understand how your customers feel about your business you must ask them. Often businesses make a series of assumptions, especially related to the economy, and then they base their decisions on them. The problem arises when even just one of those assumptions is wrong. They're making decisions based on misinformation, rather than actual data, which causes them to take the wrong actions, which can have disastrous consequences.

Why would a non-profit need your services?

Non-profits, even though they aren't trying to be "profitable," must have revenues to carry out their mission and programs. Our program helps them discover where the barriers are to gaining revenue. Once they know where the barriers lie, it's much easier to formulate a solution. In addition, membership-driven non-profits benefit from learning how to retain their members, thereby retaining much-needed revenue.

Why is it necessary to measure internal customer satisfaction?

Internal customers, such as employees, are who your customer interacts with first. If the employees aren't happy with your company, you can be assured that the external customer won't be either! Also, employees who are not satisfied with their jobs won't reach their maximum productivity.

What do vendors and suppliers have to do with customer satisfaction and loyalty?

Vendors and suppliers are as vital to a business as employees. If they will not or cannot supply their product or service to your company, you cannot service your customers and will lose business to your competitors. You want suppliers who are always there when you need them.

How will the improvement of customer satisfaction affect my bottom line?

Studies have shown that by improving your customer retention by only 5 percent annually, you can increase your profits by 25 to 95 percent, depending upon your industry! In addition, it is less costly to retain customers than it is to get customers initially, so a business can actually be more profitable by satisfying current customers than by obtaining new customers. However, new customers are needed as well, and growing highly loyal customers will help you obtain new customers too!