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Achieving Maturing Consumer Satisfaction
An Integrated Approach to Consumer Satisfaction

The Importance of Maturing Consumers 

More than 50% of a company's book of business can be comprised of adult consumers more than 44 years of age.  

Who are Maturing Consumers and Other Key Stakeholders
Maturing Consumers (baby boomers and older consumers) comprise the single largest economic group in America.  And, these groups are growing at a rate of  more than 12,000 each day and over 4 million each year for the next 18 years!  The key to capturing and satisfying  these emerging segments is a better understanding of who they are, where they come from, what their needs and wants are and how their satisfaction needs are changing as they get older.

Along with Maturing Consumers, the typical  company serves many key stakeholder groups, for example, employees, board members,  community groups, media, suppliers, companies, etc.).  Each of these stakeholder groups has an impact on the level of consumer satisfaction.

How companies manage Maturing Consumer and key stakeholder interactivity is becoming as important to the level of consumer satisfaction as the quality of services provided.   

Our Special Expertise
To help clients increase Maturing Consumer satisfaction, we significantly improve client potential through our assessment, change management, planning and execution, communications services, and strategy sustaining training programs. Our clients achieve improved consumer satisfaction where the problems exist, overall and sustainable  results in less time in a very cost effective way. 

Our Approach
Consumer satisfaction levels have a direct correlation to the level of associate, employee and physician satisfaction.  Our integrated approach focuses upon the key stakeholders' in a "High Leverage Service" (HLS).  Criteria for selecting a HLS include a low level of consumer satisfaction and a high level of baby boomer and older consumers.  Our experience teaches us sustainable satisfaction improvement efforts begin with controlled and well-managed micro efforts.

Client Benefits
The beauty of our approach is that it does not create much fan fare and disruption to day-to-day activities and contributes to current consumer satisfaction improvement efforts.   

Our services can help selected HLS management to better understand Maturing Consumer needs and to manage the total integrated service relationship with consumers, employees and other key stakeholders.  The result is improved consumer and stakeholder satisfaction.   

As success is achieved, other departments' meeting the HLS selection criteria can then implement the model and process to improve Maturing Consumer satisfaction.  The targeted stakeholders of the pilot project become advocates of the process and  act as internal consultants minimizing the need for long term external consulting assistance.

Using cross-functional teams, our approach also improves productivity as local systemic problems and  issues are solved and resolved.  Finally, the approach enhances employee and other internal stakeholder morale as positive outcomes become apparent.

By making Maturing Consumer satisfaction a priority, the organization gains a strategic advantage as it distinguishes itself among key stakeholders.  Substantive operations, quality and communications improvements generate positive brand reinforcement messages to Maturing Consumers and the community at large.

Interested in learning more? Contact us 630-627-9600 or info@comingofage.com.