Home Mission Statement Management Services CMR Reporting System Your Stories Questionnaire Promotional Wear Contact Us
 
     
      To better understand your customers contact Us
Email
or
Phone: 905-336-6503
 
 
 
 

Building for a better future...

Industry experts suggest that customers defect from the company they deal with at a rate close to 20% per year. At this rate about half the original customer base remains after 3 years. In the next six years , 80% of your customers will leave, 65% due to something you did. This can adversely effect profit and cash flow of an organization. Companies must strive to retain the existing customers.

Customer Satisfaction = Customer Retention

A satisfied customer is a loyal customer. These customers will continue to purchase from you, because they recognize you are providing a level of service that you can equate value to. They tend not to shop around. Price is not an issue. Finally satisfied customers are more profitable. They recognize the value added of your service and don’t demand pricing discounts when they visit your store. Evidence indicates that 80% of an organizations sales originate from approximately 20% of the customers.

The Framework for a better organization

Regardless of the Department it is extremely important to develop a business strategy. The successful organization has spent considerable time and effort to fully understand all aspects of their business. They found that they must recognize the various processes in the business, what the customer requires and what the competition is doing and finally they must consider how to constantly improve Customer Satisfaction.

We believe it is important that the organization be committed to continually improve its business. However, we also realize that it takes time and effort to coordinate the various activities. Finally as a third party we may better be able gain important customer input, perhaps not freely provided to an organization’s personnel directly.

 
Our Core Services:
  • Survey development and analysis to gain customer input
  • Development of Customer Satisfaction measurement System for your business.
  • Personnel Assessments
  • Marketing programs to improve the customer perception of your business.
  • Market Share and Costing Models
  • Complaint tracking database "Customer Relationship Management Reporting System"
  • Training program to help improve Customer Service of internal personnel.
  • Promotional Wear to give your employee the professional look desired by today’s customers
 

Customer Satisfaction is everyone’s business.

The philosophy of good customer satisfaction must come directly from the top. Management must ensure that all aspects of the business are driven by the need to attain the ultimate in Customer Satisfaction. We will work with you to understand your customers requirements. Further one must understand the strengths /weaknesses of the competition. We will help your personnel understand these points.

We will help management understand the consequences of current business practices and work to develop improvement programs. The final stage is to market these successes to your customer.

The Moment of Truth is the transaction of a ‘good ‘or’ service’. Based on these transactions the customer forms his perception of the support he has received and what he expects.

The individual employee is a reflection of your business and is a major factor in the Moment of Truth. How he/she acts or treats the customer directly effects the customer’s perception of your business and whether they want to continue to do business with you. We can provide help in evaluating your personnel and start them on the path to realization that customer satisfaction is most important.

Secondary Services

The growth of “retirees” has opened an avenue for Cornerstone Management Services to provide administration services for those persons who would benefit from general assistance in daily personal business matters. Assets are tracked and bills paid as required. Working with Financial Institutions, funds are invested in Guaranteed Investment Certificates or equivalent, following the customer’s directions. Regular reports are forwarded to the customer for their information.

Part of each of our Customer Service courses is explaining the importance of “The Moment of Truth”. We believe in “The Moment of Truth”. This is the time when your customer first meets one of your employees. He/She will form an opinion as soon as they contact your employee. The key is to provide the best service possible, as professionally as possible. In the words of Will Rogers, “You never get a second chance at a first impression.”

Our business/marketing plans, spend considerable time to set the tone and level of professionalism, for a company. This includes how the employees dress. As part of our business we have supplied shirts, caps and other promotional items. In today’s world businesses fight for every sale they can make , and it is most important that your staff are dressed in a clothes that makes them look as professional as possible.

We would suggest that Company’s outfit their employees in either golf shirts, casual shirts or dress shirts with the company logo embroidered on the chest. This sets the level of professionalism realized by the Customer. To this end we are pleased to announce we are expanding our business to making available a wider variety of items. We would invite you to visit our Products section of this web site.

To better understand your customers contact Us
Email or Phone: 905-336-6503
 
 
 
 
Building for a better future...
 
Industry experts suggest that customers defect from the company they deal with at a rate close to 20% per year.
 
Our Core Services:
 
  • Survey development and analysis to gain customer input
  • Development of Customer Satisfaction measurement System for your business.
 
 
 
 
Helping Bulid a solid Business Foundation..
©2008 cornerstonemanagementservices.com, all rights reserved