| Problem: |
Brokerage loses key customer to competitor despite better pricing and better product. |
| Insight: |
Client provided “one-size fits all” service, that overlooked special requirements of largest customers. Client underestimated importance of customer service, and while customers were happy with price and product, they were dissatisfied with the level of service. |
| Solution: |
Identified customer service requirements that enabled client to develop bespoke service for key customers and recommended that client develop service-level agreements with key customers. Client designated special “contacts” for key customers. |
| Results: |
Client won back all key customers within six-months |
