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:

  • Train managers and supervisors to demonstrate leadership with confidence, character, and the commitment to put the customer first.
  • Foster employee competence and an environment of caring and open communication.
  • Involve employees in determining where the company is going through shared vision, values, and a unified purpose to serve the customer.
  • Empower your employees to take intelligent risks to deliver your brand promise.
  • Engage employees and customers in a relationship built on trust and respect.

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!

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