Business Case Study: Elevating Client Retention by 17%

Background:

A leading Financial Services company was facing a significant issue with client retention. Their attrition rate had spiked over the past year, and internal surveys pointed to poor client relations as a primary cause. Realising the urgency to act, the company turned to Coach On Call, a recognised expert in emotional intelligence training.

Objective:

The primary aim was to enhance the emotional intelligence skills of the client-facing teams to improve their interaction with clients, thereby increasing client satisfaction and retention.

Approach:

Coach On Call implemented a multi-step training and coaching program focusing on five key components of Emotional Intelligence: Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Skills. The client-facing teams underwent a series of workshops, real-world simulations, and one-on-one coaching sessions.

Results:

Post-training, the Financial Services company saw remarkable improvement across various performance indicators. The most striking change was in client retention, which increased by a staggering 17%. Feedback from clients indicated a substantial improvement in their experience, citing better understanding and more meaningful interactions with the team.

Conclusion:

By investing in emotional intelligence training from Coach On Call, the Financial Services company not only resolved their immediate client retention problem but also equipped their teams with skills that would have long-term benefits. This case proves the indispensable value of emotional intelligence in enhancing client relationships and achieving business goals.

Key Takeaway:

Emotional intelligence, when correctly cultivated and implemented, can have a profound impact on client relationships and business outcomes. Partnering with experts like Coach On Call can help organisations realise these benefits effectively and sustainably.

If you or your organisation would like to explore this further, please contact Coach On Call via our website or email [email protected]