Proactive customer / employee engagement is the easiest route to improved sales and profits. Many businesses focus too much time on 'lead generation' and 'client acquisition' but forget about the relationships they already have.

1. © Enquir3 Ltd, 2018
Stakeholder
Engagement
Active
engagement is
the easiest
route to
improved sales
and profits.

2. © Enquir3 Ltd, 2018
YOUR BUSINESS
INTERNAL STAKEHOLDERS
EMPLOYEES MANAGEMENT OWNERS
EXTERNAL STAKEHOLDERS
SOCIETY GOVERNMENT SHAREHOLDERSCREDITORS
CUSTOMERSSUPPLIERS
Stakeholders…. Who Counts In your Business?

3. © Enquir3 Ltd, 2018
• How many staff / team members?
• How many customers?
• What is your annual turnover target?
Stakeholder Engagement….

4. © Enquir3 Ltd, 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Clients Turnover Attrition
How engaged are your clients?

5. © Enquir3 Ltd, 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Clients Turnover Attrition
20%
80%
How engaged are your clients?

6. © Enquir3 Ltd, 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Clients Turnover Attrition
20%
80%
How engaged are your clients?
20% OF CLIENTS
ACCOUNT FOR
80% TURNOVER

7. © Enquir3 Ltd, 2018
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Clients Turnover Attrition
20%
80%
How engaged are your clients?

8. © Enquir3 Ltd, 2018
How engaged are your clients?
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
Clients Turnover Attrition
20%
80%
20%LET’S HOPE ITS
NOT THE SAME
20%
ON AVERAGE
YOU WILL LOSE
10% TO 20% OF
YOUR CLIENTS
EACH YEAR

9. © Enquir3 Ltd, 2018
Why to clients leave…
100%
Customers

10. © Enquir3 Ltd, 2018
Why to clients leave…
Indifference
68%

11. © Enquir3 Ltd, 2018
Why to clients leave…
Service
Issue
68%
14%

12. © Enquir3 Ltd, 2018
Why to clients leave…
X 26
FOR EVERY
CUSTOMERS
WHO
COMPLAINS 26
REMAIN SILENT
82%

13. © Enquir3 Ltd, 2018
EXTREMELY
DISSATISFIED SATISFIED
SLIGHTLY
DISSATISFIED
SOMEWHAT
DISSATISFIED
VERY
SATISFIED
ZONE OF
INDIFFERENCE
‘NON-
PROMOTERS’
Can we live with a ‘4 out of 5’…. or a 3?
Source: Robert Ford / Jim Heskett Harvard Business School
1 42 53
ZONE OF
AFFECTION
‘PROMOTERS’
Tell 5 others
ZONE OF DEFECTION
‘DETRACTORS’
Tell up to 15 others

14. © Enquir3 Ltd, 2018
• It is 6-7 times more expensive to acquire a new
customer than to keep a current one.
• 83% of consumers are comfortable making a referral
after a positive experience.
• 91% of customers say they would give referrals…
• …only 11% of sales people ask for them.
The importance of Client Engagement
Source: White House Office of Consumer Affairs / Texas Tech University / Dale Carnegie

15. © Enquir3 Ltd, 2018
The importance of Employee Engagement
• 75% of the causes of employee turnover are preventable
• Average cost of ‘replacement’ £30.6k
There are two main cost factors:
• Cost of Lost Output
• Logistical Cost of recruiting / absorbing a new worker
Source: Oxford Economics / HR Dive

16. © Enquir3 Ltd, 2018
Stakeholder
Engagement
Active
engagement is
the easiest
route to
improved sales
and profits.