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| Customer loyalty is important to your organization's future in both the short and long term. Increasing that loyalty involves many areas of your business including marketing, sales, human resources, operations, accounting, and customer service. We address all of those areas through five main areas of service.
Click the links below to jump directly to each of our services:
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Measurement and Research
The first step in knowing how to keep your customers loyal, your employees happy, or to determine the exact issues your organization is experiencing is to ask your customers and employees. Cleveland Consulting, Inc. does this through various avenues including:
- Surveys -- telephone, in-person interviews, mail, e-mail and web-based
- Focus groups
- Secret shopper services
Through this process you'll learn what's important to your customers, both internal and external, and what they expect from you.
Consulting
Once we've determined your customers' expectations, we analyze the data to get a snapshot of how well your organization is meeting those expectations.
Following the analysis, we prepare a comprehensive report which includes the data collected as well as the analysis.
Challenges and Recommendations
This custom report includes a listing of the challenges your organization is facing and our recommendations for improvement, whether that is new or refined processes and procedures, job restructuring, training, management of customer expectations, marketing planning, or other interventions.
Planning
Once we know what your organization's specific challenges are and you've had an opportunity to discuss the report with key associates, we begin the planning process.
Our process includes assisting you with a strategic plan, based on your organization's values, followed by a tactical, easy to follow plan with periodic goals assigned to specific people.
Our clients have found our planning process extremely beneficial in helping them achieve their goals of increasing their revenues, curtailing costs, and improving their profits.
Implementation
The assistance we give in the implementation of your plan is where Cleveland Consulting, Inc. sets itself apart. We provide training, individual coaching, and continuous follow-up to help get and keep you on track with your improvements.
We can provide training and coaching in the following areas:
- Communication
- Customer Service
- Sales
- Planning and goal-setting
- Custom training solutions
For more information about our services and pricing, please contact us. Find out how we can help!
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"For years, we have tried several different methods to measure service quality and customer satisfaction. This involved various internal and external surveys and reports, but we still struggled with an overall picture of how we were doing. Once you completed the first series of customer telephone surveys, I felt confident we found a solution."
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