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Satisfaction

"I was impressed with Karen's winning personality and her easy ability to be a complete resource to us... It is without exception that I rate Ms. Karen Fraser-Middleton as one of the most professional, capable and conscientious individuals with whom it has been my pleasure to work. She is truly a professional in the marketing field..."
John P. Wagner, President/CEO
EBTEL Federal Credit Union

You can earn repeat business and profit from long-term customers by training employees and making your marketing more customer-focused. Rely on Marketing Action to help you decide what kind of research would help you listen to the "customer voice," develop your marketing strategy and train your employees to deliver service that's keeps your customers coming back.

The California Master Trust earned a 96% "mostly or completely satisfied" rating on a 1998 customer survey. As a result of annually conducting survey through 2002, CMT

	Added new services such as training and Electronic Funds Transfer to meet customers' needs
	Produced new marketing materials in Spanish increasing market share of this segment
	Developed a Memorial Tree program that successfully generated loyalty and referrals

Karen helps you assure customer satisfaction by meeting with them in your facility, at events and when working with sales staff. Spot surveys are conducted to be sure that your customers are being treated in such a way as to maximize their lifetime value to your company.

Fact: It costs 80% less to get more business from an existing customer as it costs to get a new customer. Proactive customer service is the fastest way to improve profits and customer satisfaction.

Article appeared in TrustLines Spring 2001

Annual CMT survey tests new program ideas

Each year, California Master Trusts asks members for ideas on how we can improve CMT's administrative and marketing support. Changes are made in direct response to your comments. For example, in response to suggestions made last year, CMT added marketing materials written in Spanish. In addition, CMT distributed more detailed instructions on writing trusts for SSI/MediCal. The current survey asks for input on training, advertising, web site marketing, and marketing to the Hispanic market. The next issue of TrustLines will discuss the survey results.

This is what funeral directors are saying about CMT on the survey:

"CMT is simple to use and flexible for our customers."

"You provide good bookkeeping and file the trust report."

"There is a fast response to claims."

"CMT is straight forward so that the families can understand easily."