Increasing customer retention

for b2b service providers

A typical business hears from

only 4% of dissatisfied customers

Are you, like most businesses, rest

assured that no news from customers is

good news?

80% of companies think they deliver

“superior” customer service.

How attuned are you to what your

customers REALLY think about you?

8% of customers think these same

companies deliver “superior” customer

service.

To know your customers is to keep

your customers

On a scale of 1 to 10 how well do

you know your customers?

Why isn’t that number lower?

“It doesn’t matter what your think you

know about customers, all that matters

is what’s inside your customers’ heads”

Customer Perceptions Rule.

Now is the time to understand your

customers at a deep level….

Introducing Supplier Stars…

The customer understanding engine that

delivers tangible and valuable customer insight.

A Product Overview

Supplier Stars

The Customer Understanding Journey

Insight

Statements

Feedback

Happiness/Loyalty

Metrics

Identification of

happiness triggers

Hierarchy of

Customer Loyalty Customer

Understanding

Engine

Continuous customer

data analysis

The Supplier Stars customer

understanding engine

Market Comparisons

The fuel that powers the Customer Understanding Engine is

the 30 Insight Statements that customers respond to.

• The 30 Insight Statements have been rigorously market

tested to deliver optimal insight;

• All statements require an “I agree/I disagree/I don’t

have an opinion” answer;

• 5 minutes completion time - 10 seconds per statement;

• Data is collected via an online platform designed to be

easy to use and hassle-free.

The 30 statements form the foundation of the engines heart:

The Supplier Stars Hierarchy of Customer Loyalty…

The Customer Understanding Engine

Insight Statements (comprising 30 focused statements)

Likeable Reliable Goes the

extra mile

Enjoyable

Quality

Product

Easy Meets Needs

Loyalty

Value For

Money

The Supplier Stars Hierarchy of Customer Loyalty

The 30 statements are structured to create detailed insights

into each tier & category of the Hierarchy, empowering

suppliers with a deep understanding of customer feeling.

Example

Statements

I find the supplier a pleasure to

deal with

I feel I can trust the supplier to do

what's best for my business

The supplier speaks

my language, so I

understand clearly

what they are telling

me

I can always count on the supplier to

meet its promises and commitments

The supplier routinely

stays in touch with me

to keep me informed

of issues that may

affect me

When I am unable to initially contact someone, I

know they will return my call promptly.

The scope of the

suppliers product line

meets our needs

When I think of service quality, I

think of this supplier first

I'm confident that the value I

receive from the supplier is

better than I'd be able to find

elsewhere in the market

When dealing with any of the suppliers personnel, I am

always treated with consideration and respect

I disagree

I agree

I don’t have an opinion

Time Remaining 3 Minutes 04 Seconds..........

I find the supplier a

pleasure to deal with.

You have 10 seconds.

Please click on one button Your opinions matter…

Customer

Insights

Highlight triggers that

make customers

happy

Continuous

feedback

loops

Happy Customers

= Loyal Customers

= Business Growth

Supplier Stars

The Customer Understanding Journey

Happiness/Loyalty

Metrics

Identification of

happiness triggers

Hierarchy of

Customer Loyalty Customer

Understanding

Engine

Driving

Insights

& Action

Continuous customer

data analysis

The engine delivers insights and triggers that

can be acted upon to increase customer

happiness and customer loyalty…

Insight

Statements

Feedback Market Comparisons

Insight Statements (comprising 30 focused statements)

Likeable Reliable Goes the extra

mile

Enjoyable

Quality Product

Easy Meets Needs

Loyalty

Value For Money

The Supplier Stars Hierarchy of Customer Loyalty

Metrics By Age of Customer (how long they’ve been a customer)

By Customer Segment - Key accounts

- Growth accounts

- Minor accounts

By Month Versus the Market

By Region /

Location

By Account Manager

(or sales rep)

Versus your

peer group

By product /

service Versus customers

other suppliers

…and delivers metrics from which to manage and

monitor your customers’ happiness and loyalty.

Happy Customers spend more money

Increased sales through word of mouth

Reliable income as loyalty increases

Reduced complaints handling

Fewer customer service calls

More Effective Sales & Marketing

More Revenue

Lower Costs

Retaining an existing customer costs

way less than finding new ones.

Customer

Insights

Highlight triggers that

make customers

happy

Continuous

feedback

loops

Happy Customers

= Loyal Customers

= Business Growth

Supplier Stars

The Customer Understanding Journey

Happiness/Loyalty

Metrics

Identification of

happiness triggers

Hierarchy of

Customer Loyalty Customer

Understanding

Engine

Driving

Results

Driving

Insights

& Action

Continuous customer

data analysis

…and drives desirable results.

Marketing messages focused on happiness triggers

Insight

Statements

Feedback Market Comparisons

Increasing customer retention

for b2b service providers

Any questions? We’d love to hear from you:

Twitter: @SupplierStars

Email: hello@SupplierStars.co.uk

Website: www.SupplierStars.co.uk