Client Satisfaction Audits: Treasuring Your Current Customers
Build Bonds and Strengthen Relationships
The benefits of reducing customer attrition are clear - lower customer acquisition costs, increased profits, increased customer confidence and improved share price. Maintaining your current client base is absolutely key to your business success and even more challenging in a weak economy.
You may be aware of major issues with clients but most likely you are not aware of key opinions, expectations and frustrations of all of the decision influencers, and that could cost you the business. In a service business, clients' unmet expectations erode your equity without your knowledge as competitors court them with "greener pastures."
We help you attrition-proof your key clients by identifying customer segments and priority customers within those segments to establish a framework for the audit. We then audit the customers most critical to the revenue stream to ensure they are retained. Audits include in-depth client interviews to:
- Gauge true satisfaction levels and glean specific and actionable feedback
- Measurably Improve customer satisfaction levels
- Resolve issues before they escalate
- Identify and resolve conflicting expectations among key account stakeholders
- Develop action plans to meet expectations and demonstrate value to key customers
- Lower customer attrition
- Identify and Increase upsell opportunities
The audits result in thorough reporting on client responses with customer-specific retention strategies for strengthening your book of business. We can also conduct prospect interviews to determine perceptions and find out what it would take to win the business or presentation post-mortems to discover why a competitor got the business.