Groups : Client Retention
We teach our clients to use something we call the "Client SpotLight Process" that serves as a value-add for key client relationships. The complete toolkit can be found here. There are five major outcomes the are achieved by implementing this process:
- Higher levels of satisfaction and loyalty
- Additional revenue through cross-sold services
- Training and development: Getting staff to think like partners
- Reduced fee sensitivity
- Improved seasonality / utilization.
I'm curious how other firms strive to exceed expectations with their clients and look forward to following this thread!
Client Retention: Exceeding Expected Services
Let’s face it; our clients have real fears about their companies particularly the financial health of the company. The bad economy, high unemployment, increasing regulations… the list goes on an on. For most of them, a sense of “peace” comes when there is money in the checkbook, and a belief there will continue to be money in the checkbook. Anxiety, stress, and even health problems are the visible signs.
Perhaps their largest challenge is a very basic one: Whom can they talk to?... Read More