The ever rising costs of recruiting, training, and developing talented people dictates that actions must be taken to keep them on your team to maintain profitability.
The cost of acquiring a new customer is estimated to be an average of eleven times more than the cost of keeping an existing one.
These facts clearly indicate that reducing churn and increasing employee retention are two ways to quickly impact the bottom line of your organization. Shouldn’t this be a part of the everyday culture. Statistics say if you measure and display a number, the results slowly trend towards the acceptable. We have found that when we are able to show managerial staff and front-line employees how their actions impact these numbers, the results quickly begin to move past acceptable to the remarkable. Retaining employees is directly linked to how well you are able to manage the employee’s performance. Retaining customers should be defined as: ensuring that in each and every interaction with a customer their expectations are exceeded and they understand their value to your organization. We show you how to do this. By ensuring every call, marketing message, or written communication to customers is created with the intention of accomplishing these goals we take your customer satisfaction rating to higher levels. Higher customer satisfaction means increased profitability because not only will customers stay with your service but are willing to refer others. Using recorded calls, previous marketing pieces, customer invoices, and surveys, we clearly demonstrate how to to integrate retention into everyday activities. We will work with your employees to develop templates and training materials that reinforce retention and make it normal to exceed customer expectations on every interaction.
