CUSTOMER CENTRICITY

Hyper-personalized, differentiated, and engaging experiences

Customer Loyalty Measurement & Improvement

Kepler Cannon understands that just measuring customer satisfaction isn’t enough – businesses must choose the right metric and measure for the right purpose and in the right context to maximize business value. We believe there are three key parts to doing so:

  1. Analytically identifying which metric (NPS, CXi, CES, CSAT, etc.) drives key business performance measures such is Share of Wallet, Reduction in Attrition, or other targeted business goals is a critical to maximizing value.
  2. Developing a clear measurement framework that captures loyalty metrics at the relationship, interaction, or advisor/relationship level is key to being able to effect operational and strategic change
  3. Designing an external benchmarking measure (which will differ from internal measures) will help to provide an informed comparison of progress across peers.

Delivering on your Customer Value Proposition

The foundation of developing long-lasting customer relationships is deeply rooted in the ability to articulate and deliver on a defined set of customer promises that align with customer needs. While many firms have this value proposition articulated, Kepler Cannon’s deeply operational approach helps to develop detailed experiences for all customer interactions – whether they be advisory, sales-related, or operational – meet these promises in a tangible way, ensuring what companies say is what they actually do.

Customer Engagement & Latent Customer Value 

Kepler Cannon’s proprietary latent customer analysis leverages data from disparate sources – customer data, marketing & HR data, web traffic analysis, surveys and more – to identify latent opportunity in an existing customer base.

We also firmly believe in measuring and moving the needle on engagement (across all channels and interactions). Engagement is a leading indicator of customer loyalty and can quickly be actioned on using detailed analytics to immediately drive deeper customer relationships. Our proprietary engagement metrics such as CEI (Customer Engagement Index) help to pinpoint, measure, and action this at a granular customer level.

Customer Lifecycle Management

  • Are you critical to the success and happiness of your customers?
  • Are your customers thankful every time they think of you?
  • Do customers think of their engagement with you as effortless?
  • Are your customers realizing the full benefit of their relationship with you?

These are the questions we help our clients address on a day to day basis.  We help enhance every step of the customer lifecycle, starting with prospecting, all the way to retention. Given the plethora of data available, there is no reason for firms to guess or rely completely on intuition.

Client Successes:

  • Pivoted a Fortune 100 insurer from a sales-and-product-centric distribution to a customer-centric model
  • Designed a byte-sized, binge-worthy financial planning experience
  • Streamlined servicing operations based on NPS analytics

5 %

increase in customer retention produces more than a 25% increase in profit

65%

revenues come from retaining existing customers

3x

higher returns from customer experience leaders vs. laggards

20%

Increasing customer satisfaction by 20%+ can increase cross-sell rates by 15 -25%, and boost companies’ share of wallet by 5-10%

Perspectives: Customer Centricity

Expertise