Step 2: Repeatable Process of Client Engagement

You business needs a repeatable process not ad hoc activity. Enquir3 can provide the systems you need to truely 'Automate Your Marketing' activities.

Scope: Deploying the process to improve Client Engagement and Satisfaction is a pre-requisite to Cross Selling and requesting Referrals.  In addition this delivers Marketing Content, (i.e. Testimonials, Case Studies and News Item Content).

Output: As a systematic, ongoing programme all the key business metrics improve:

  • Improved Client Satisfaction resulting in improved Client Retention and increased Lifetime Client Value.
  • Identifying ‘gaps’ and systematic Cross Selling results in increased sales to existing clients.
  • Automating ‘Marketing’ improves both Lead Generation and immediate and medium-term Conversion.
  • Systematically working to request and receive Referrals.
  • Addressing Dissatisfaction Drivers results in Improved Operational Efficiency and staff morale**.

** Addressing causes of dissatisfaction PLUS effective communication is needed to influence Client Satisfaction.

Investment: Typically, £397 +VAT per month for a single business unit whilst the process and ROI are established. See packages.


Maximise client engagement:  Retention, Referrals and Cross Sales

Done correctly two things happen:

Happy clients become even happier, more loyal, buy more and pass on more referrals*

CLIENT ENGAGEMENT

Activity:

Thank clients for giving feedback
Request permission to publish
Improve Client Satisfaction
Increase Cross Sales
Request and Receive Referrals

* In this format referrals are untargeted and they are not scalable;
this is the ‘low hanging fruit’

 

Unhappy clients become less unhappy, feel their issues are being addressed and retention improves.

BUSINESS IMPROVEMENT

Activity:

Discuss with disaffected clients
Tell them what has been done
Improve Client Satisfaction
Eliminate Dissatisfaction Drivers
Minimise Client Attrition

Be aware! It’s essential to manage client expectations. If an ‘issue’ is reported it needs to be dealt with.

 
There is an instant, measurable value from improved retention, however it is impossible to definitively say that a client who might have moved on has been retained…  the true picture is established over time by comparing ‘before’ versus ‘after’ ‘Attrition/Retention’ statistics.

The value of ‘Referrals’ and ‘cross sales’ can be measured and quantified immediately.

Simply having happy clients will not add value to your business in itself.  Engaging in an appropriate manner with happy clients and ‘asking,’ results in a significant increase in immediate, medium and long term referral rates. It also maximises the chances of selling more to existing clients than would otherwise have been the case.

Maximising your client engagement requires ongoing nurturing and effective ongoing communications, something most businesses struggle with due to a lack of meaningful ‘content’ and in many cases appropriate tools and processes to actually get the right message(s) to the right audience(s).


Interested in the details of how the process works? Read more here