Presented by astonish results 2011 created by Paul Rakotoarisoa

Why do agencies

lose business?

(and how can we avoid it?)

Top Reasons Why Business

Walks Away*

4% of clients die

14% product

5% from recommendation

9% based on price

* source:

OF MODERN CONSUMERS LEAVE BECAUSE OF A BAD EXPERIENCE*68%

Attitude*

Poor Service*

HAVE MOST LIKELY DEALT WITH:68%

Apathy*

Poor Communication*

OF BUYERS BUY ON PRICE WITHNO LOYALTY.15%

RELY ON IDEAS OFTRUST AND LOYALTY

TO MAKE A PURCHASE70%-85%

RELATIONSHIPS=LIFETIMELOYALTY

3 WAYS TOINCREASERETENTION:

1maintain regular contact.(follow up)

2care about your customer.(remember, you sold them)

3be pro-active.(you’ll look like a hero)

Average retention rates:(Number of Policies/Retention Percentage/After 5 years)

If you have:

1 policy: 27% chance

2-3 policies: 55% chance

4+ policies: 92% chance

THEMOSTSUCCESSFULASTONISHCLIENTS:

DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS

ACCEPT AND EVALUATE: CLIENT COMPLAINTS

CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS

ACCEPT AND EVALUATE: CLIENT COMPLAINTS

DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS

CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS

INFORM:CLIENTS OF RELEVANT CHANGES

CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS

ACCEPT AND EVALUATE: CLIENT COMPLAINTS

DEVELOP: KNOWLEDGEABLE SERVICE CONSULTANTS

INFORM:CLIENTS OF RELEVANT CHANGES

ENCOURAGE:CLIENT FEEDBACK

INFORM:CLIENTS OF RELEVANT CHANGES

ENCOURAGE:CLIENT FEEDBACK

ORGANIZE:AROUND THEIR CLIENTS

CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS

ACCEPT AND EVALUATE: CLIENT COMPLAINTS

ENCOURAGE:CLIENT FEEDBACK

INFORM:CLIENTS OF RELEVANT CHANGES

CREATE: A LEARNING RELATIONSHIP WITH CUSTOMERS

ORGANIZE:AROUND THEIR CLIENTS

EMBRACE:DIVERSITY AMONG CLIENTS

ORGANIZE:AROUND THEIR CLIENTS

ENCOURAGE:CLIENT FEEDBACK

INFORM:CLIENTS OF RELEVANT CHANGES

EMBRACE:DIVERSITY AMONG CLIENTS

EMBRACE:DIVERSITY AMONG CLIENTS

ORGANIZE:AROUND THEIR CLIENTS

ENCOURAGE:CLIENT FEEDBACK