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The Most Effective Customer Retention Strategy Is So Obvious
Posted by Insightlink on 05/25/16
Yet So Often Overlooked
What keeps customers coming back is extraordinary customer service.
Extraordinary because it is creative, genuine and deliberate; the kind that is deeply rooted in an organization’s culture and its ethos towards its employees. Extraordinary employees deliver extraordinary frontline service; these are the employees who go above and beyond because they intrinsically believe in the company they represent. Employees will bring an organization’s mission vision and values to life if they are believe in the job they are doing, if they feel they are an integral part of the organization.
Customer retention begins by knowing definitively where your employees are on the engagement spectrum and that journey begins with a superior employee survey.
Knowing the truth and taking action is the only way to create positive change. Customers will know the difference when it happens and they will come back because of it.
Customer retention is the natural by-product of engaged employees and our research has shown that the only scientific way to determine what your engagement spectrum looks like is to conduct an employee survey. Many organizations think they know what employees think and how they feel but guessing is rarely accurate or reliable.
Where does your company stand on each of the critical "4Cs" of employee engagement and satisfaction?
How many of each do you have?
AboutInsightlink Communications are experts in employee survey design, data collection and analysis. Since 2001 we've helped companies of all sizes measure and improve their employee satisfaction and engagement.
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