Retention
Consumers have greater access to information today than ever before. From product reviews and customer ratings to side-by-side price comparisons, savvy shoppers are making more informed purchase decisions. Coupled with an increased sensitivity to price, less responsiveness to advertising, and growing expectation of personalized service, it’s no wonder companies struggle to win and retain today’s distracted consumers. In fact, according to a recent survey by Adobe Systems, only 13% of executives reported that they believe their customers are very committed to their companies’ products. And more than one third of respondents believed they lost between 25% and 75% of their sales every year because their customers are not sufficiently engaged.
When it comes to retention, ACCENT has the tools and resources you need to get the job done. Our proprietary Continuous Engagement Improvement Process℠ is designed to help you keep the customers you have and win back those you’ve lost. Using a combination of tools and technology, we uncover trigger behaviors that signal brand dissatisfaction and defection. Then, we apply advanced predictive modeling and decisioning techniques to develop and present targeted save and win-back offers.
From reducing churn to making more informed decisions about your marketing spend, we’ll help you keep your finger on the customer’s pulse.
ACCENT Solutions
- Retention/Winback Campaigns
- Save Desk Solutions
- Thank You Campaigns
- Satisfaction Survey Administration
- Account Review Campaigns
- Improved customer retention rates for 94% of appointments set on behalf of mutual property and casualty insurer – generating $1.1MM in new revenue.
- Increased customer satisfaction rate to 93% on behalf of national retailer
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ONLINE SURVEY TOOL CASE STUDY: MANUFACTURING
Since 1895, the heating and cooling manufacturer has been dedicated to providing trusted brands, innovative products, unsurpassed quality, and responsive service. As part of that brand promise, the company developed a premier dealer network. To become a premier dealer, one must maintain the highest levels of performance and customer satisfaction, as well as pay a monthly membership fee. In return, the dealer receives premium marketing materials and can use the premier status to attract new customers. However, the manufacturer had no formal process to measure or track customer satisfaction. Additionally, dealers expressed strong concerns about disclosing their customers’ contact information to the company for fear of losing those customers to competitive corporate marketing efforts. It was imperative that the manufacturer search for a Customer Engagement partner who could not only develop and manage a closed-loop survey process, but more importantly, gain the trust of its premier dealers.
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Category: Case Studies
ACCOUNT REVIEW CASE STUDY: INSURANCE
In a highly competitive marketplace, customer satisfaction and loyalty have never been more important to the long-term success of an insurer. That’s why the company began an insurance review program to improve retention rates among its existing policyholders while also growing its business. Initially, many of the company’s agents made calls from their own offices to schedule periodic appointments with their policyholders. Besides being highly inefficient, the program was also inconsistent, costly, and ultimately unsuccessful in making a significant impact on the company’s customer satisfaction and retention rates. Yet, the client was convinced that face-to-face appointments with its policyholders could drive significant value. So, it began to search for a Customer Lifecycle Management partner who could develop an effective account review program that would deliver the highest level of customer satisfaction and retention, while adding to the company’s bottom line.
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Category: Case Studies
Today’s technology makes it easier than ever for your customers and policyholders compare companies, get free quotes, and switch to a competitive service Competition for insurance and financial services is tough, and sometimes service and a lack of differentiated offerings lead to customer or policyholder.
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Category: Data Sheet
