Industry: Associations and
Client: Fulfillment center
The client serves nearly 200 associations and publishers, whose industries have both been hit by the economic downturn. Membership retention has become a critical issue for the both industries resulting in a rigorous service standard … zero tolerance for losing clients to poor customer service.
Resource Associates designed, implemented, and tracked a customer loyalty process focused on three measurable goals: no client losses from poor customer service, one to two new sales opportunities within each existing account, and reduced operating expenses by 10%. Staff worked in cross-discipline teams to share progress, review objectives, and establish new goals around strengthening external and internal client relationships.
- No significant client has left as a result of poor customer service.
- Process improvements resulting from weekly team discussions resulted in immediate savings in five figures with projected annual savings for the New Year well into six figures.
- Voluntary turnover has decreased 65% over the previous year.
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