Winning and keeping customers continues to be one of the most pressing concerns for businesses of all sizes and sectors. The Conference Board’s 2014 CEO Challenge lists Customer Relations as the second biggest concern of the world’s CEOs after Human Capital. The ability to better understand the customer’s needs, engage the customer, and to continuously innovate and improve products and services is a top concern globally.
Many organizations continue to focus so much of their efforts on winning new customers that keeping customers unconsciously takes a back seat. No organization can deliver sustainable financial results without growing customers, nor can an organization succeed in growing customers without a separate strategy to keep customers. You must evaluate the leadership, management, and service skills of your workforce before engaging in any customer retention strategy.
Does your organization:
If you answered “No” to any of these questions, you may want to rethink your strategy. By improving the performance of your employees internally and how they interact with your customers externally you can increase customer engagement and loyalty. This strategy when done right will result in customer advocates; the best unpaid sales force your business can acquire.Call us today! Let’s collaborate and work together to transform your customers into advocates!