Is Client Loyalty an Oxymoron?

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May 26, 2015

Establishing Long-Term Partnerships with the Right Service Provider is Key
• About 50% of clients were “indifferent” when asked to rate their loyalty to their service provider
• It is easier for a client to work with a “known-quantity” rather than hiring someone new

Client Loyalty is Created through a Healthy Balance of Trust and Authenticity
• Companies do not create value unilaterally
• Why do customers choose you instead of your competition?
• Different customers have different needs
 -  In a study by analysts at Ross McManus, 1,200 senior executives gave their service provider a C+ grade for client
satisfaction. Top dissatisfaction driver: Understanding the client’s business
 -  Understanding and addressing these needs is an imperative

Flawless Results is Also a Key Driver
• Companies hire service providers for one key reason: Results!
• The prerequisite for long-term client relationships is the consistent delivery of benefits and value throughout the duration of the
client or customer engagement

Another Key to Earning Client Trust is Acting in their Best Interest
• Do your homework on your client’s business
• Present solutions to your client’s most pressing problems
• Are you confident that your idea or solution exceeds the “value-to-fee” ratio for your client?

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