To address the challenges facing Customer Relationship Management, it is vital that every organization designs its own goals and identifies the related strategy under expert guidance.
Extens Consulting is a consulting firm specialized in customer experience, more particularly in analysis, consulting and change of customer journeys. With us, learn how to develelop a positive approach toward the client and employee experience.
Win back a lost client costs 12 times more than to build up an existing customer loyalty.
Chances to sell to an existing client is between 60 and 70%. Chances to sell to a potential customer is between 5 and 20 %.
A satisfied client tells 3 people instead of 12 for an unhappy customer.
On average, firms think to lose 21% of their clients because of a bad customer experience. In fact, it’s 70%.
Thanks to KPIs, we do an audit with you of the customer journeys and of all the interactions in it.
We imagine new forms of customer life to work on additionnal clients, their loyalty and also winning back clients.
We do an audit of your client service and/or help to homogenize the operations ; optimize process, trainings, customers advisers and tools.
We collect and analyze all the datas coming from your customers, from all the sources (phone, emails…).