Client Engagement & Improving Customer Retention
In Jayson Demers' article for Entrepreneur.com, he stated that "client retention is essential to the survival of any business" and this could not be more true. Our research shows that engaged clients are highly valuable assets and are more loyal, less price sensitive, and vocal enthusiasts for your organization and brand. Disengaged clients are a drain on your organization. They share their disaffection for your brand, are more expensive to serve, and more likely to leave for a competitor.
"Across B2B and B2C companies, clients who are Fully Engaged represent an average 23% premium in share of wallet, profitability, revenue, and relationship group. In contrast, Actively Disengaged clients represent a 13% discount." - Bill McEwen, Married to the Brand
Activate Human Capital Group data and experience indicates that engaging clients effectively is foundational in building a successful organization in B2B and B2C environments. We use the Customer Commitment Index™ to help analyze and select drivers of engagement that are most important to your clients and organization. Is there a breakdown in communication? Are you missing the mark on expectations?
By leveraging the drivers of engagement identified during a client engagement initiative, your organization will know exactly which actions to implement to drive higher client loyalty, margins, and revenue. No more guessing.
Demers, J. (2016, March 10). 5 Easy Ways to Improve Client Retention. Retrieved March 22, 2016, from http://www.entrepreneur.com/article/271906