Murphy & Co. leverages its proprietary 80/20 Customer Retention ProcessSM to help clients measure and manage quality performance issues relating to satisfaction, loyalty, and retention of their top-tier existing customers as well as high-potential, emerging second-tier relationships.
This disciplined management process focuses on four vital client service elements. First, it obtains objective, candid feedback on what our clients are doing well. Second, it identifies major opportunities for improvement in agency relationship performance that need to be addressed sooner rather than later. Third, it identifies future strategic initiatives and growth opportunities. Finally, and most critically, it discovers and “Red Flags” extreme situations where dissatisfied executives may threaten to end client relationships.