presented by astonish results 2011 created by paul rakotoarisoa
DESCRIPTION
Why do agencies lose business?. (and how can we avoid it?). Presented by astonish results 2011 created by Paul Rakotoarisoa. Top Reasons Why Business. 4% of clients die. 14% product. 5% from recommendation. Walks Away *. 9% based on price. 68 %. - PowerPoint PPT PresentationTRANSCRIPT
Presented by astonish results 2011 created by Paul Rakotoarisoa
Why do agencies
lose business?
(and how can we avoid it?)
Top Reasons Why Business
Walks Away*
4% of clients die
14% product
5% from recommendation
9% based on price
* source:
OF MODERN CONSUMERS LEAVE BECAUSE OF A BAD EXPERIENCE*68%
Attitude*
Poor Service*
HAVE MOST LIKELY DEALT WITH:68%
Apathy*
Poor Communication*
OF BUYERS BUY ON PRICE WITHNO LOYALTY.15%
RELY ON IDEAS OFTRUST AND LOYALTY
TO MAKE A PURCHASE70%-85%
RELATIONSHIPS=LIFETIMELOYALTY
3 WAYS TOINCREASERETENTION:
1maintain regular contact.(follow up)
2care about your customer.(remember, you sold them)
3be pro-active.(you’ll look like a hero)
Average retention rates:(Number of Policies/Retention Percentage/After 5 years)
If you have:
1 policy: 27% chance
2-3 policies: 55% chance
4+ policies: 92% chance
THEMOSTSUCCESSFULASTONISHCLIENTS:
DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS
ACCEPT AND EVALUATE: CLIENT COMPLAINTS
CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS
ACCEPT AND EVALUATE: CLIENT COMPLAINTS
DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS
CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS
INFORM:CLIENTS OF RELEVANT CHANGES
CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS
ACCEPT AND EVALUATE: CLIENT COMPLAINTS
DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS
INFORM:CLIENTS OF RELEVANT CHANGES
ENCOURAGE:CLIENT FEEDBACK
INFORM:CLIENTS OF RELEVANT CHANGES
ENCOURAGE:CLIENT FEEDBACK
ORGANIZE:AROUND THEIR CLIENTS
CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS
ACCEPT AND EVALUATE: CLIENT COMPLAINTS
ENCOURAGE:CLIENT FEEDBACK
INFORM:CLIENTS OF RELEVANT CHANGES
CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS
ORGANIZE:AROUND THEIR CLIENTS
EMBRACE:DIVERSITY AMONG CLIENTS
ORGANIZE:AROUND THEIR CLIENTS
ENCOURAGE:CLIENT FEEDBACK
INFORM:CLIENTS OF RELEVANT CHANGES
EMBRACE:DIVERSITY AMONG CLIENTS
EMBRACE:DIVERSITY AMONG CLIENTS
ORGANIZE:AROUND THEIR CLIENTS
ENCOURAGE:CLIENT FEEDBACK