Executive Summary

ROI Communication, an employee engagement and internal communications agency, recognized an opportunity to strengthen client loyalty and uncover growth potential by formalizing its feedback process. By implementing LIFT’s Client Relationship Intelligence platform, ROI gained real-time, transparent insights into client health, empowering project teams to address concerns early, and demonstrate higher value to clients. This case study highlights how ROI used LIFT to cultivate deeper, more strategic relationships with its clients.

The Challenge

Despite an extensive history of strong client relationships since its founding in 2001, ROI observed some recent, unexpected new client churn. This underscored the importance of establishing a consistent mechanism to capture feedback and ensure no client concerns went unnoticed. Key aspirations included:

1. Improving Client Retention

• Not having conducted a formal client engagement survey in 7 years, ROI sought a solution that could quickly identify pain points or blind spots before they escalated.

• ROI needed a way to transform anecdotal feedback into actionable insights and address issues in real time.

2. Streamlining Feedback from All Relationships

• With clients ranging from project-based to retainer relationships, ROI recognized the need for a structured listening engine that seamlessly gathered and interpreted feedback from every type of client partnership.

3. Enhancing Relevance in Client Communications

• ROI also looked to position themselves as more proactive, demonstrating a genuine commitment to anticipating client needs.

The Solution

Implementing LIFT allowed ROI to unify and elevate its feedback process, capitalizing on the following key features:

1. Transparent Feedback

• Non-Anonymized Insight: Clients and team members provided candid input, revealing issues that might otherwise remain hidden.

• Honest Conversations: With direct visibility into feedback, ROI teams tackled blind spots quickly, engaging in open dialogue.

2. Adaptive, Customized Surveys

• Tailored Cadence: LIFT enabled ROI to schedule surveys in accordance with their needs throughout the year and currently send bi-annual surveys.

3. Structured Unbiased Listening Engine

• Consistent Metrics: LIFT served as an unbiased channel for capturing feedback across various markets and project types.

• Data-Driven Alignment: Account leads leveraged LIFT’s reporting and recommended actions to coordinate efforts, turning client input into targeted improvements.

4. Applied to Both Project & Retainer Clients

• Broad Application: Whether a short-term project or a multi-year partnership, ROI used LIFT to gather feedback and continuously enhance service delivery.

Results & Impact

• By adopting a proactive approach to client retention and growth across markets, ROI now identifies and mitigates potential churn before it becomes a risk while capitalizing on growth opportunities faster.

Quantitative Results

• Reduced Client Churn: By identifying issues proactively, ROI decreased unexpected churn, stabilizing revenue streams.

Qualitative Results

• Elevated Client-Centric Approach: Client leaders now feel better equipped to hold meaningful conversations, mitigating churn and improving satisfaction.

• Unified Language Around Relationship Health: LIFT scores and reporting established a shared vocabulary, enabling faster, more cohesive decision-making.

• Better Processes & Team Consistency: Visibility into client feedback sharpened processes and gave employees renewed confidence in delivering consistent, high-value solutions.

• Deeper Stakeholder Engagement: Stronger alignment on project scopes and goals resulted in more purposeful, collaborative relationships, ultimately boosting engagement from both sides.