Comments on: Moving Clients from Satisfied to Loyal http://www.solo-e.com/blog/2009/04/moving-clients-satisfied-loyal.html Multiple Streams of Income for Solo Entrepreneurs Wed, 08 Sep 2010 10:31:14 -0400 http://wordpress.org/?v=2.9.2 hourly 1 By: Alastair Digby http://www.solo-e.com/blog/2009/04/moving-clients-satisfied-loyal.html/comment-page-1#comment-13537 Alastair Digby Fri, 29 May 2009 10:52:56 +0000 http://www.solo-e.com/blog/?p=558#comment-13537 When times are tough, it is more important than ever that businesses provide the best possible service to their customers to ensure they don’t lose them to competitors. Research has shown that 80% of companies believe they provide a superior client experience but only 8% of their clients agree. Finding out how our customers feel about us means that not only can we adapt and improve our service and therefore our retention rate, it can also give us the chance to up-sell or cross-sell to a market that already knows and trusts us. At Nido we have seen a growing number of companies approaching us to help discover their clients’ perceptions of their service and delivery levels. Finding out weak spots, areas for improvement or what clients really value about them can all help to reduce attrition or defection to competitors. Similarly finding out what their competitors are doing to try and take their market share is invaluable insight that allows them to take corrective action. If competitors are pushing special offers, reduced rates and other incentives it can be tempting to simply reduce prices but this is a very short-term solution. There will always be some customers for whom price is the only consideration but for the majority, customer service is the overriding factor that determines who they buy from. Fine tune your proposition placing emphasis on the need to focus on clients and deliver excellent service and concentrate on how any improvement in cost efficiencies will benefit your clients, not just your business. Improving after-sales service and maintaining close client contact is a tool that all companies can utilise to ensure a long term and profitable relationship with their clients, rather than treating them as a single sale opportunity. Now is the perfect time to think about what else you can do to keep your clients on board for years to come. www.nidomarketing.co.uk When times are tough, it is more important than ever that businesses provide the best possible service to their customers to ensure they don’t lose them to competitors.

Research has shown that 80% of companies believe they provide a superior client experience but only 8% of their clients agree.

Finding out how our customers feel about us means that not only can we adapt and improve our service and therefore our retention rate, it can also give us the chance to up-sell or cross-sell to a market that already knows and trusts us.

At Nido we have seen a growing number of companies approaching us to help discover their clients’ perceptions of their service and delivery levels. Finding out weak spots, areas for improvement or what clients really value about them can all help to reduce attrition or defection to competitors.
Similarly finding out what their competitors are doing to try and take their market share is invaluable insight that allows them to take corrective action. If competitors are pushing special offers, reduced rates and other incentives it can be tempting to simply reduce prices but this is a very short-term solution.

There will always be some customers for whom price is the only consideration but for the majority, customer service is the overriding factor that determines who they buy from. Fine tune your proposition placing emphasis on the need to focus on clients and deliver excellent service and concentrate on how any improvement in cost efficiencies will benefit your clients, not just your business.

Improving after-sales service and maintaining close client contact is a tool that all companies can utilise to ensure a long term and profitable relationship with their clients, rather than treating them as a single sale opportunity. Now is the perfect time to think about what else you can do to keep your clients on board for years to come.

http://www.nidomarketing.co.uk

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