How well do we leverage collaborative client relationships? For starters, how many of us actually collaborate with clients? Occasionally? Continuously? Not at all?
Sure, we send out quarterly customer experience surveys and determine how many green smiley faces we receive. However, completing a survey is not collaboration. After all is said and done, this is an occasional, non-collaborative tactical exercise, at best.
First, the majority of Professionals of Worth do not obsess over aggregated smiley faces on CX surveys. Then, they continuously obsess over the value of each relationship behind the survey results.
Not only that. Also, Professionals of Worth relentlessly focus on discovering the people within an organization contributing to the value of each client relationship.
An entire continuum of business-building opportunities results from leveraging collaborative client relationships.
Yet, far too often, organizations and associations remain tactically-focused. On the next quarter, the next event, the next milestone.
Ponder how these disjointed, occasional efforts to reinforce client relationships are not substantial, over time. Because, clients do business, day-in and day-out, with “someones” in our organizations. Ultimately, each customer’s decision to continue doing business with us firmly is in the hands of all of those “someones” responsible for post-sale customer care, in one form or another. Most importantly, these someones are responsible for creating aggregated customer experiences critical to customer retention.
When our workforce is full of nameless, faceless “someones” whom we do not know – but our customers sure do – our customer retention strategy falls short of best serving those customers. Click on my YouTube video for more insights.
Ultimately, total workforce value over the duration of a customer’s relationship with us retains clients. When we perceive the overwhelming majority of our workforce as a cost-center full of someones, rather than collaborative revenue-generators, so do our customers.
Leverage collaborative client relationships to grow, expand and sustain our and their businesses. Start by discovering all of those valuable “someones” in our organizations. That is where our value to our customers resides. Who are your “someones”?
- To learn more about my programs on collaborative customer retention, contact me Today.
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Babette Ten Haken catalyzes organizations and associations, like yours, who want to leverage a more profitable workforce to retain the customers you work so hard to win. Her One Millimeter Mindset™ speaking and consulting programs leverage collaboration to catalyze professional innovation, workforce engagement and customer retention. She is a member of SME, ASQ, SHRM and the National Speakers Association. Babette’s Playbook of collaboration hacks, Do YOU Mean Business? is available on Amazon.com. Her professional speaker profile appears on the espeakers platform.
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