The impact of brilliant customer service

The impact of brilliant customer service have recommended a company based on excellent customer service will forgive a company for its mistake after receiving excellent service have made purchase decisions based on the quality of customer service Small details have a big impact Customer experience is impacted by lots of factors, including the small details, […]

Are your clients happy?

Your clients might not be as happy as you think Data from The Customer Service Institute’s annual Customer Service Index, which tracks customer satisfaction levels of 275 UK businesses in sectors as varied as insurance, utilities, transport, retail (non-food) and banking, shows the UK has room for improvement.   The report reveals customer satisfaction across […]

Why client retention is critical

Why client retention is critical On average, 65% of a business’s custom comes from repeat customers – yet you’d be forgiven for thinking the main focus in most businesses is to win new clients, rather than retain what you’ve already got. Retention is critical to business success, and, crucially – it’s one of the top priorities […]

Introduction

Introduction As customer acquisition costs rise, retention has to be a top business priority. But are your clients happy? Data from the Institute of Customer Service suggests they might not be, as average customer satisfaction in the UK fell in 2023 and is at its lowest since 2015.  However, when customer service is prioritised, the […]

Contents

Contents 1 Introduction  2 Why client retention is critical 3 Are your clients happy? 4 The impact of brilliant customer service 5 The power of accurate customer service measurement 6 Think beyond first impressions 7 Customer knowledge is power 8 How to improve client retention 9 Bespoke support underpins customer retention 10 The value of […]

Welcome

Retaining clients and how to unlock growth Start reading