Although many companies claim to put the client at the heart of their organisation, our experience in client loyalty demonstrates there is a gap between these claims and reality.
The opportunity for businesses which focus on existing client relationships is clear, especially in difficult financial times.
Unfortunately, the knee jerk reaction in a downturn is to focus on new business development and reduced costs.
Businesses which focus on pursuing a client centric approach to become the trusted advisor for existing clients will both drive business development through cross selling and avoid the higher cost of sale and service which new business demands.
Lighthouse has a unique Client Centric approach to analyse client loyalty and position the client relationship at the heart of your organisation.
We move beyond clichéd approaches that use satisfaction as the main indicator of relationship health and recognize that measures of recommendation are more accurate to guage client loyalty.
We combine loyalty with sophisticated financial analysis of CRM data to shape a three dimensional view of Client Lifetime Value and buying behaviour.
We use a range of tools within the Client Centric approach, not only externally but also internally, to focus on client needs and identify the aspects of service and performance that drive loyalty and increase cross-selling in your business.
They include:
Lighthouse Executive Insight team - a team of dedicated interviewers with specific previous experience in your business who interview your ‘Crown Jewel' top clients face-to-face on the telephone.
Compass - a scalable, digital system which draws together face-to-face or telephone interviews as well as online and combines with other CRM data to provide real-time feedback and bespoke analysis of the health and opportunities of your most important business-to-business clients. Read more about Compass here >>
Berwick Gilbey - specialists in client-centric coaching with a unique set of programmes to equip you and your firm with the tools and experience to win new clients and to deepen your relationship with your existing clients. Programmes are based on the hundreds of interviews conducted with senior executives and general counsel who buy business services and professional advice from firms like yours. Visit the Berwick Gilbey website to find out more >>