GasboxDMG nurtures customer communications

GasboxDMG has launched Nurture, a structured communication programme that harnesses key event triggers to measure customer satisfaction and deliver cross-sell opportunities via the telephone.

By capitalising on specific examples of customer activity, Nurture enables brands to identify customer interests and intent and deliver relevant products and offers, resulting in short-term income and long-term retention.

Nurture takes an event, such as a customer joining or taking a new product/service, or a key customer trigger, such as an anniversary of purchase, date of renewal (for insurance for example), home move, anniversary or retirement date, and encourages the customer to feedback their satisfaction with the service they have received, and enter into a dialogue about their attitudes to associated services and products.

This process unlocks valuable insight on the customer, which in turn can direct the most appropriate product and service offers to be cross-sold and up-sold.

Through Nurture, GasboxDMG helps clients establish a need in their customer's minds and links this need to an instance of satisfaction already experienced.

The client can then position product or service offers to meet these needs, and ultimately close the sale through relevant and timely contact over the phone; making the new approach more likely to be viewed as a legitimate advance, instead of an unwelcome one.

Nurture begins as a test and learn exercise, so the process and approach can be clearly defined and optimised before being implemented on a larger scale, either by GasboxDMG, or within the user's own call centre.

As well as enhancing the success of cross-selling and up-selling, GasboxDMG said Nurture will positively impact on customer retention rates and stimulate customer advocacy.

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