Your fastest route to new business is the customer you already have! Rod Power & Laura Lees, NRS Media
Jul 09, 2015
Your fastest route to new business is the customer you already have! Rod Power & Laura Lees, NRS Media
What if we could predict the likelihood
of advertising in a given medium?
Developed by global survey of local direct
advertisers
NRS Media Profiler®
Saves time in qualifying
Short-cut to a CPA
Advertising predictor and proposal generator
Improves attendance and closing ratios
NRS Media Profiler®
10 20 30 40 50 60 70 80 90 100Source Profiler™ research NRS Media 2011 – 5 countries surveyed
62%
Want better understanding
10 20 30 40 50 60 70 80 90 100Source Profiler™ research NRS Media 2011 – 5 countries surveyed
68%
Perception that their sales person does not understand
their advertising
Perception of results is what matters
What is your servicing strategy?
Customer service is the biggest driver
Step 1: What losing clients is costing you
a) Your local direct advertising budget €2,000,000
b) Your current local direct attrition rate as a % 30%
c) Multiply (a) x (b) to give minimum new business target €600,000
What Customer Service is worth
Step 2: How much you could save
d) Divide attrition figure (b) in half 15%
e) Multiply by your local direct budget (a) €300,000
Step 3: How much you could add with better up-sell
f) Multiply (c) by 15% €90,000
Step 4: Total Revenue you can add
d) Add (e) and (f) together €390,000
NRS Media’s Client Services
Laura Lees, Client Services Director
FINDING #1: The skills required to win are completely different to those needed to keep and grow.
FINDING #2: There is no structure to the client service process.
• Framing up service call • Documentation or guides
FINDING #3: Lack of sophisticated questioning techniques
• How’s Business? • How is everything going? • Are you happy?
FINDING #4: No one understands the client’s expectations Challenges:
• Keeping them • Managing unrealistic
expectations
FINDING #5: No emphasis is placed on Up-sell
You can only manage what you measure
FACT #6: There’s a willingness to learn
• Training to up-skill
• Client Service material
• Dual Calling – on going support
• Tracking/monitoring/evaluating systems
• Up-Sell strategies
Recommendations
Client Service:
It won’t fix itself
Questions?
For more information
• Visit us today at our stand
• Visit our website www.nrsmedia.com
• Give us your business card
Thank You