Customer engagement and experience management are key value drivers to client retention. Value delivery methods are critical to ensure clients keep your business top of mind. An engagement program with multi-touch messaging and a strategy to drive client loyalty will help create success.
Source: MWI Messenger, September 2017, page 9.
Client engagement creates loyalty. Equal components to client loyalty are communication, education and reward. The longer your client goes without visiting your place of business, the more likely it is that he or she will go elsewhere for their animal needs.
INSIGHTS: Each of us has at least three businesses to which we are loyal because of how we are treated, not what we pay. The people in these locations deliver value from the service, offer a positive culture and provide education for.