Effective Relationships
Trinity believe that solid relationships are the foundation to any successful business. Employees, customers, and suppliers are the key elements or “Glue” as we like to refer them as which essentially bond your company together.
At Trinity we offer the following services ensuring that your “Glue” is working at its most productive:
CUSTOMER INSIGHT
- Customer Satisfaction Measurement: Effective measurement, Stakeholder engagement, Survey architecture and methodology.
- Mystery shopping: Physical, Telephone, Digital, and Audits.
- Research groups: Focus Groups, Brand analysis, New Product evaluation.
SALES OPTIMIZATION
- Sales Training
- Sales Incentive Programmes
- Coaching & Effective leadership
- Process mapping
EMPLOYEE ENGAGEMENT
- Team Building
- Stress management
CASE STUDY - Automotive Manufacturer
- Client wanted to increase the focus on customer satisfaction within its franchise dealer network in the UK and Europe.
- Full review of current status indicated clear need for a complete change in methodology and contact strategy.
- The following steps were actioned:
- Revamp customer questionnaire to measure NPS (Net Promoter Score)
- Change contact strategy to short telephone interview focusing on 2 Key questions
- Appoint service provider through tender process
- Build system to enable feedback to dealer within 24 hours
- Negative feedback given high priority with immediate feedback
- Dashboard system for higher visibility
- Weekly reviews with senior management both internally and with franchise network
- Selected pilot dealers to adopt new process.
- Results:
- Customer response rates rose from 32% to 55%
- NPS score rose consistently in year one with pilot dealers proving increased focus via more timely and meaningful results.
- Methodology and Measurement accepted as the appropriate strategy to roll out across UK and Europe.
- Unanimous support from the franchise dealer council for new approach.
For a more in depth discussion about this type of activity and how we can help you achieve your objectives, please feel free to contact us via email or telephone 0800 014 8232
