The following are examples of results that Consultants in our network have achieved with a few of their clients. While they developed and facilitated the process, these results were designed and generated by the employees of their respective organizations; therefore the commitment was very high, the gains were maintained, and the satisfaction levels grew significantly.
The client serves nearly 200 associations and publishers, whose industries have both been hit by the economic downturn. Membership retention has become a critical issue for the both industries resulting in a rigorous service standard … zero tolerance for losing clients to poor customer service.
A Trusted Advisors’ Consultant was engaged to design, implement, and track a customer loyalty process focused on three measurable goals: no client losses from poor customer service, one to two new sales opportunities within each existing account, and reduced operating expenses by 10%. Staff worked in cross-discipline teams to share progress, review objectives, and establish new goals around strengthening external and internal client relationships.
- No significant client has left as a result of poor customer service.
- Process improvements resulting from weekly team discussions resulted in immediate savings in five figures with projected annual savings for the New Year well into six figures.
- Voluntary turnover has decreased 65% over the previous year.