nrs media radiodays presentation europe 2012
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Rod Power and Laura Lees along with our experienced team of professionals are pleased to share with you our global learning's, case studies, important trends and tactics to achieving your true revenue potential. Our Presentation "Your fastest route to new business is the customer you already have", was presented at RadioDays Europe, in Barcelona on Thursday 15th March 2012. For more information go to www.nrsmedia.com With over 20 years' experience, NRS Media provides powerful and proven sales solutions and strategic plans that have been successfully implemented in 31 countries for over 400 media organisations worldwide.TRANSCRIPT
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Your fastest route to new business is the customer you already have! Rod Power & Laura Lees, NRS Media
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What if we could predict the likelihood
of advertising in a given medium?
Developed by global survey of local direct
advertisers
NRS Media Profiler®
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Saves time in qualifying
Short-cut to a CPA
Advertising predictor and proposal generator
Improves attendance and closing ratios
NRS Media Profiler®
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10 20 30 40 50 60 70 80 90 100Source Profiler™ research NRS Media 2011 – 5 countries surveyed
62%
Want better understanding
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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
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Perception of results is what matters
What is your servicing strategy?
Customer service is the biggest driver
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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
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NRS Media’s Client Services
Laura Lees, Client Services Director
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FINDING #1: The skills required to win are completely different to those needed to keep and grow.
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FINDING #2: There is no structure to the client service process.
• Framing up service call • Documentation or guides
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FINDING #3: Lack of sophisticated questioning techniques
• How’s Business? • How is everything going? • Are you happy?
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FINDING #4: No one understands the client’s expectations Challenges:
• Keeping them • Managing unrealistic
expectations
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FINDING #5: No emphasis is placed on Up-sell
You can only manage what you measure
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FACT #6: There’s a willingness to learn
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• Training to up-skill
• Client Service material
• Dual Calling – on going support
• Tracking/monitoring/evaluating systems
• Up-Sell strategies
Recommendations
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Client Service:
It won’t fix itself
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Questions?
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For more information
• Visit us today at our stand
• Visit our website www.nrsmedia.com
• Give us your business card
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Thank You