• Do you know what the key drivers of customer attrition are and what strategies are appropriate to mitigate each driver? Are you comfortable with your current level of customer loss?
• Are you managing your current customers well? Do you know how to reposition your service or product offerings to make them more appealing so you retain more customers? Have you identified “low hanging fruit” opportunities that if implemented right now would immediately reduce attrition?
• Is your current customer retention strategy cost-effective or could you retain more customers with your current retention budget?
• Do you know for sure, what is driving your success or failure in customer retention? Are those key drivers heading in the right direction for you when measured over time?
• Are you confident that you are targeting the right customers to retain?
• Have you identified inexpensive customer retention incentives or strategies that would fundamentally protect your most valuable customers?
• Are you aware of and have you leveraged the benefits of Lean and Prune-X™ customer retention methods to gain the biggest bang for your retention investment?
• Do you have a consistent method for handling customer complaints that defuses them effectively and wins back your customer confidence?
• Do you have robust and continually applied tools and methods for effective customer satisfaction tracking, monitoring and corrective action taking?
• Do you know what lost or past customers are saying about your business and how to mitigate for adverse effects on your business?

Engagement Goal

·         To dramatically increase clients/customers a company retains, grow revenues and profits

·         Implement an improved or new client/customer retention process that is focused on clients/customers, aligned with the company’s brand, that employees like and flawlessly execute