Customer Retention

56mBeginner2017-05-31

Authors

Noah Fleming

Author, Speaker, President of Fleming Consulting & Co.

Course details

What's the difference between customer retention and customer loyalty? Loyalty is a symptom, and retention is the cause. In this course, customer strategy expert Noah Fleming shows how to develop a customer retention strategy that helps you keep your customers loyal. He shares the key ingredients for customer retention, including how to make customer follow-up meaningful, memorable, and personal. Plus, he explains how to properly use automation and technology for customer retention, and walks through a straightforward, practical customer retention process that you can implement in your own business.

Learning objectives
Key ingredients for world-class customer retention
Calculating customer lifetime value
Preventing customer loss
Driving revenue growth through retention
Identifying your most valuable customers
Leveraging customer data
Learning to observe behavioral changes
Bringing back lost customers
When and how to use automation

Skills covered

Customer Service SkillsCustomer ServiceOne-Off

Concepts

0. Introduction

01 - Welcome
02 - Difference between retention and loyalty

1. Key Ingredients for World-Class Customer Retention

03 - How to calculate customer lifetime value
04 - Make customer follow-up meaningful, memorable, and personal
05 - Learn consistency over quantity
06 - Prevent customer loss

2. Driving Revenue Growth through Retention

07 - Develop your customer retention strategy
08 - Identify your most valuable customers
09 - Leverage customer data
10 - Learn to observe behavioral changes
11 - Bring back lost customers

3. The Nuts and Bolts

12 - When and how to use automation properly
13 - Use the appropriate reason

4. Foolproof Retention Activities

14 - Learn the Pick-3 process
15 - Call three high-value clients
16 - Send three handwritten notes
17 - Check in on three new clients

Conclusion

18 - Next steps