How to Maximise Client Loyalty Client Satisfaction Surveys

Contents § Introduction & “lifetime valuation” model § Client satisfaction surveys – Top 3

Introduction § Disney model § “Maximise the value of the business…… profits are, of

Client satisfaction surveys – Key findings § Review Appendices § Overall feedback § Service

ASK § Would you recommend your accountant if he or she asked you to

Don’t lose what you have § Add even when we are pro-active……… 8

Summary § Introduction & “lifetime valuation” model § Client satisfaction surveys – Top 3

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How to Maximise Client Loyalty & Client Satisfaction Surveys MAD Guide • Presented by; GORDON GILCHRIST • www. the 2020 group. com • gordon. gilchrist@the 2020 group. com 1

Contents § Introduction & “lifetime valuation” model § Client satisfaction surveys – Top 3 Key findings § ASK § Don’t lose what you have § Summary 2

Introduction § Disney model § “Maximise the value of the business…… profits are, of course, indispensable” § Cost to enter theme park § Add on’s § Recommendations § LIFETIME VALUE § Add on “Years as client” for accountancy firms 3

Introduction § Loyalty Curve – David Maister 4

Client satisfaction surveys – Key findings § Review Appendices § Overall feedback § Service issues § Timeliness § Fees § Pro-active 5

ASK § Would you recommend your accountant if he or she asked you to ? § 94% YES § Have you ever been asked ? § 87% NO § Reference “MAD Guide – Generating Client Referrals” 6

Don’t lose what you have 7

Don’t lose what you have § Add even when we are pro-active……… 8

Summary § Introduction & “lifetime valuation” model § Client satisfaction surveys – Top 3 Key findings § ASK § Don’t lose what you have 9

How to Maximise Client Loyalty & Client Satisfaction Surveys MAD Guide • Presented by; GORDON GILCHRIST • www. the 2020 group. com • gordon. gilchrist@the 2020 group. com 10