Developing a high level of customer loyalty is essential in maintaining a high level of profitability. Several studies conclude that in B2B markets the cost of acquiring a new client is equal to the profit that the new client would generate over a 5-year period.
A customer's loyalty is the direct result of  a given supplier’s capacity to meet his/her customer’s contractual needs (delivering the right product at the right time), as well as the supplier’s capacity to demonstrate his interest in the client. This is what we globally  call the realm of the “Behavioural”; it is conveyed by actions such as trying to understand customer’s needs that go beyond the contract, respecting commitments, developing close relationships,
Based on our long and solid experience in customer care programmes, WHY CONSULTING carried out a study in order to better understand what is “Behavioural” and what its impact on client/supplier relationships is.

Our analysis was based on 4000 face-to-face interviews in all business sectors:
Quantitative analysis to measure the importance clients spontaneously give to certain aspects such as “Customer relationships” or “Reactivity”;
Qualitative analysis of the comments given by very satisfied or very dissatisfied customers.

Our findings were conclusive and unquestionable: even though customers do not spontaneously attach much importance to the “behavioural” aspects of their relationships with their suppliers, their comments reveal the contrary and expose their sensitivity to these issues. 
Keenly aware of the importance of these issues, WHY CONSULTING has designed and developed a Customer Recognition programme. Based on the levers of customer recognition, the program was designed to provide the participants with the keys to understanding behavioural issues behind client/supplier relationships.

For further details, please contact us: [email protected]

For the 3rd consecutive year we have conducted our Customer Satisfaction Survey – "WHY SATISFACTION"  - with our own clients:’.

A significant point is the constant growth in the level of confidence of our clients. It demonstrates their growing recognition of our expertise and customisation of services as competitive advantages in our market.

These results support our belief that “the absolute satisfaction of our clients is the very essence of our future”

Encouraged by these results, we have decided to focus our efforts on 3 main themes:
Leveraging our professionalism through improved project management method and by providing state-of-the-art tools.
Off   ering you a global approach for improving your customer relationships, by highlighting the main aspects that need dealing with.
Pursuing our communication drive, sharing our ideas with you and strengthening our image by publishing the results of certain of our studies in specialized reviews.

WHY CONSULTING fosters experience-sharing and exchanges among its customers during “CUSTOMER DAYS”.

These Customer Days bring together about twenty people at a time in a friendly atmosphere for discussion on customer relationship management topics such as:
The conditions for a successful Customer Satisfaction Review,
The benefits of an “internal customer” survey,
Improving technical staff's behaviour with customers, ...

These Customer Days are very interactive, featuring a succession of  customers’ accounts of their experiences, WHY CONSULTING’s presentations and workshops/debates.
Highly appreciated by our clients, these Customer Days have become a twice-yearly event.
If you want to take part in a “Customer Day”, please contact us at the email address: [email protected].