Do we make them "stay"?
As a Defined Benefit Organization we operate in a highly competitivemarket where customer service makes a world of difference. We offer ourplan sponsors products that are competitively priced and provide themwith a multitude of investment and design options from which they canchoose to best suit the needs of their plans. However, the "stay"decision ultimately comes down to the customer service we provide. Tostay with our company, plan sponsors want us to be there when they call,help them through their issues, consult with them on the best remediesfor their problems and let them know they have a partner they can trustto help the participants be successful. In order to compete in themarketplace we need to exceed each of these expectations.
So I ask again, do each and every one of us do enough every day to makethem "stay"?
I liked your ask them a question approach to engagement. I think opening the employees up to self-evaluation is a good idea.
ReplyDeleteJulie, I agree with Larry on the clever approach you took to this memo. Creative!
ReplyDeleteThe formatting was funky - some of the words are forced together. Distracting. Can you fix this before others start reviewing?
Although I agree that post is an interesting one to read, I also agree that the word formatting is distracting and should be revised for easier reading.
ReplyDeleteGood post. I thought it was interesting to address the employess in asking if they are doing enough to keep the customers.
ReplyDeleteGood post. Customer service excellence is such an important skill. Consider the cost of maintaining your customer base via service excellence vs the cost of acquiring new customers to replace those you have lost. My guess is service excellence will win the day every time.
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