Your fastest route to new business is the customer you already have! Rod Power & Laura Lees, NRS Media

What if we could predict the likelihood

of advertising in a given medium?

Developed by global survey of local direct

advertisers

NRS Media Profiler®

Saves time in qualifying

Short-cut to a CPA

Advertising predictor and proposal generator

Improves attendance and closing ratios

NRS Media Profiler®

10 20 30 40 50 60 70 80 90 100Source Profiler™ research NRS Media 2011 – 5 countries surveyed

62%

Want better understanding

10 20 30 40 50 60 70 80 90 100Source Profiler™ research NRS Media 2011 – 5 countries surveyed

68%

Perception that their sales person does not understand

their advertising

Perception of results is what matters

What is your servicing strategy?

Customer service is the biggest driver

Step 1: What losing clients is costing you

a) Your local direct advertising budget €2,000,000

b) Your current local direct attrition rate as a % 30%

c) Multiply (a) x (b) to give minimum new business target €600,000

What Customer Service is worth

Step 2: How much you could save

d) Divide attrition figure (b) in half 15%

e) Multiply by your local direct budget (a) €300,000

Step 3: How much you could add with better up-sell

f) Multiply (c) by 15% €90,000

Step 4: Total Revenue you can add

d) Add (e) and (f) together €390,000

NRS Media’s Client Services

Laura Lees, Client Services Director

FINDING #1: The skills required to win are completely different to those needed to keep and grow.

FINDING #2: There is no structure to the client service process.

• Framing up service call • Documentation or guides

FINDING #3: Lack of sophisticated questioning techniques

• How’s Business? • How is everything going? • Are you happy?

FINDING #4: No one understands the client’s expectations Challenges:

• Keeping them • Managing unrealistic

expectations

FINDING #5: No emphasis is placed on Up-sell

You can only manage what you measure

FACT #6: There’s a willingness to learn

• Training to up-skill

• Client Service material

• Dual Calling – on going support

• Tracking/monitoring/evaluating systems

• Up-Sell strategies

Recommendations

Client Service:

It won’t fix itself

Questions?

For more information

• Visit us today at our stand

• Visit our website www.nrsmedia.com

• Give us your business card

Thank You