Executive Summary

RAPP, a global marketing and advertising agency renowned for its data-driven solutions, faced challenges in maintaining proactive, transparent client relationships. Despite strong business performance, the agency needed a structured, real-time mechanism to track client health, identify risks early, and foster meaningful two-way dialogue.

By implementing LIFT’s Client Relationship Intelligence platform, RAPP transformed its approach to client engagement. The platform empowered business leads with data-driven insights, enabling them to take ownership of client relationships. With real-time visibility into client sentiment and structured feedback loops, RAPP successfully improved client satisfaction scores, enhanced retention rates, and identified new opportunities for organic growth. This case study details RAPP’s journey with LIFT, outlining the challenges faced, the solutions implemented, and the quantifiable impact achieved.

The Challenge

Despite well-established client relationships, RAPP lacked a structured system to gather and act on real-time feedback. Business leads struggled with:

• Lack of Visibility into Client Health: Numeric survey scores did not always reflect the full client sentiment, making it difficult to pinpoint potential risks.

• Ownership of Client Engagement: Business leads lacked a clear accountability structure for maintaining and improving client relationships.

• Reactive Rather than Proactive Engagement: Without real-time insights, RAPP teams could only address issues when they surfaced, rather than anticipating and resolving them before they escalated.

• Missed Growth Opportunities: Potential upsell and cross-sell opportunities were not systematically identified through client sentiment data.

A solution was needed that would offer real-time relationship intelligence, provide visibility into key client sentiment trends, and drive structured actions based on insights.

The Solution

By implementing LIFT, RAPP redefined its client engagement strategy, shifting from a reactive approach to proactive relationship management. The platform empowered business leads with the tools they needed to take control of client interactions and drive continuous improvement.

How RAPP Uses LIFT:

1. Enhancing Client Engagement through Ownership

LIFT placed direct accountability in the hands of business leads, shifting the internal culture from passive survey collection to active engagement.

Client leaders became less defensiveand more action-oriented, using feedback as a tool for improvement rather than critique.

2. Gaining Real-Time Insights

LIFT enabled immediate identificationof client concerns, ensuring that action could be taken before issues escalated.

Instead of waiting for formal performance reviews, RAPP teams could adjust engagement strategies in real-time.

3. Enabling Transparent, Two-Way Communication

LIFT’s 360-degree feedback modelallowed both clients and RAPP teams to share insights, fostering a culture of mutual improvement.

Clients actively requested summaries of how agency teams perceived them, further strengthening long-term relationships.

4. Driving Data-Driven Decisions

• With LIFT’s analytics and sentiment tool, RAPP interprets the motivations behind client scores and commentary.

• The ability to track trends across key decision-makers and influencers enables business leads to fine-tune their engagement strategies.

Results & Impact

• Significant Increase in Client Satisfaction Scores

• Significant Improved Client Retention and Growth of accounts

• Higher Organic Growth Potential: A direct correlation was identified between LIFT’s “Proactivity Score” and new business opportunities. When key decision-makers scored high, sales increased within the next three months.

• Improved Accountability and Efficiency: Business leads proactively addressed client concerns, rather than waiting for formal escalations.

• Shift in Company Culture: LIFT fostered a culture of positive competitiveness, with teams actively seeking to improve feedback scores.

• Strategic Use of Client Insights: Insights were leveraged not just to mitigate churn risk but also to identify expansion opportunities.

• Talent Retention: LIFT’s Team Insights played a crucial role in identifying employee dissatisfaction early, helping retain top talent saving RAPP significant recruitment and onboarding costs.