In the most simple terms, Jericho helps companies to keep their customers for longer and then sell these customers more, thereby delivering more profit from each customer relationship.
Jericho delivers a bespoke solution to meet the exact project requirements of each individual client; however below are listed a selection of projects we have previously managed:
End-to-end customer experience improvement:
The implementation of a full-service approach to customer experience management, including a full business & competitive audit; customer insight; business diagnostics; strategy & innovation work-shopping; internal communications management; implementation; analysis & external communications. Click here for further details of the customer experience audit process
Retention management:
This focuses heavily on identifying and resolving issues that relate specifically to a sudden and/or significant decrease in retained business. Jericho works very closely with clients to understand the nature of the business issues and to quickly introduce initiatives to deliver significant short-, medium- and long-term performance improvements.
Call centre optimisation:
Jericho works with both inbound and outbound telemarketing and customer service teams to improve both operational efficiency and commercial effectiveness. Specific areas of focus are agency management; capacity & performance management; calling techniques & quality; reporting dashboard management; data management; dialling rules; predictive dialler management and customer development management (cross- & up-selling).
Customer insight:
Jericho helps clients to gain a much better understanding of customer requirements through a series of customer insight and research techniques. These include customer satisfaction surveys; Net Promoter Scores; Voice of the Customer audits; industry benchmarking; expectancy-perception gap modelling; and client-specific research projects.
Brand auditing:
Ostensibly an organisation’s brand represents the promise it makes to the customer. Jericho works with clients to understand their customers’ perception of their brand and the degree of congruence that this has with the organisation’s stated or desired brand values. Working with the business, Jericho can assist in identifying reasons for brand incongruence and methods for closing any gaps.
Mystery shopping:
There is nothing like walking a mile in the shoes of the customer. With mystery shopping, this is exactly what we do! Posing as a customer, we are able to undertake a real-life audit of a business’ sales, retail or customer service operations; after which we provide the client with a critical evaluation relating to issues such as sales & questioning techniques; active listening skills & body language; proposition management; merchandising and point-of-purchase.
Customer Loyalty:
Jericho can work with you to design a bespoke Customer Loyalty programme to the exacting requirements of your customer profiles. This will enable you to establish a much stronger dialogue with your customers; to build up a better understanding of their requirements and to reward them for their ongoing support.
Strategic business planning:
For many businesses, the key challenge can be either getting off the ground or, indeed, moving to the next level. Jericho works with companies to create and implement business plans by following a tried and tested methodology: business & competitive auditing; business goal setting; business strategy identification and choice; financial planning (cashflow forecasting); business development and implementation; and performance analysis & appraisal.
