OUR BUSINESS

Our specific skills

Client relations: loyalty and satisfaction

Today, each company faces the challenge of mastering the relationship with their clients.  This is fundamental and the main reason for success or failure in their market(s).
To meet your needs, MV2 Conseil has developed advanced methodologies to optimiz e client satisfaction and loyalty

Loyalty

Your requirements

  • Understand your loyal clients and identify the reasons for their loyalty.
  • Increase your loyal client portfolio.
  • Reduce churn, client loss.
  • Produce an audit of your loyalty program .
  • Launch an effective loyalty program .

Levels of service

  • Scales of analysis and loyalty strategy.
  • Identify the elements which determine client loyalty.
  • Determine the most effective levers to restrict churn. LOYALTY KEYS©: understand the fundamental reasons why your loyal clients are loyal, in order to "profile" your current clients, and to better focus your commercial strategy towards potentially loyal clients.
  • Disloyal client research: identify clients "peeling away" using qualitative and/or quantitative research and identify the actions needed for them to return to the active client base.
  • LPA© (Loyalty Program Audit): detect the characteristics of your loyalty program (content, materials and/or communication) to remove/add to increase its appeal and the ability to gain client loyalty

Client satisfaction

Your requirements

  • Initiate or confirm quality approach.
  • Introduce a true company culture.
  • Encourage local managers to define and implement action plans.  High quality, motivation , and effectiveness.
  • Create quality indicators.
  • Measure the financial impact of greater client satisfaction and identify the relational levers which will have the greatest impact on buying behaviour.

Levels of service

  • Satisfaction scale/measurement: Identify priority actions to be carried out to improve:
    • Client satisfaction (distributors, consumers or users).
    • Their buying behaviour (R.F.M.).
    • Their intentions with respect to the business.
  • Expected quality: customer expectation research in respect to quality of service.
  • Major Account satisfaction: in an operational, concrete way, monitor client satisfaction trends.
  • Feed-back©: measure your clients' satisfaction the day after contact. Have the results available (indicators and verbatim reports) the days after , to react immediately . EPS©: inform the point of sale manager in real time of each client’s level of satisfaction or dissatisfaction to be able to react in an appropriate way.
  • Delivered quality: validate the way procedures and directives are applied in the field by implementing mystery visits and calls.
  • Produce quality indicators: internally monitor the way the approach is accepted by all staff.
  • Internet satisfaction measurement.
  • Social climate measurement.

Mentoring

Help business with its loyalty and satisfaction policy through :

  • Training materials.
  • Operational action guides.
  • Individual quality management tools

Fields of application

All the main business sectors can benefit from MV2 Conseil's experience in this very specific field, both B to B and B to C :

  • Government, public sector and semi-public companies
  • Banking/Insurance/Finance
  • Distribution
  • FMCG
  • High Tech/Telecom
  • Industry (heavy industry, advanced industry)
  • Medical/Public Health
  • Services to business and individuals