Summary
In any typical business, it will cost you up to five times more to obtain a brand new customer than to retain an existing one. But keeping your customers interested and on-side isn’t as easy as it may seem. It’s more than just having the best products to keep your customers engaged, you also need to offer those added extras that put your company on a pedestal in comparison to your competitors, and you’ll need to focus on your customer service techniques to make sure each and every customer goes away happy.
Retaining customers can also help to build your customer base free of charge. A happy customer is likely to tell their friends and family how good your service is. But bad service is bound to get out there too. Circulating those great reviews of your business and going above and beyond for your customer will have them returning again and again.
Creating a retention and growth strategy for your business means constantly working to improve your customer service. This includes managing each customer contact in an accessible way for your customer base, dealing with feedback and criticism to improve the service, and automating your systems to create user-friendly platforms. In fact, the less your customers need to contact you, the better.
To top off the perfect retention and growth strategy, you could also turn to the gamification of your platform, or create certain rewards for frequent users. Focusing your whole business around your service strategy, even those departments that don’t seem directly related to customers will help you to maintain your success and grow your profits for the future.
- To gain buy-in from stakeholders for your strategic growth strategy.
- To understand customer segmentation and discover what your types of customers want.
- To delve into your customer journey to address pain points.
- To understand how to address dissatisfaction to come out with a positive outcome.
- To develop key performance indicators around your customer retention.
- To create a rewards strategy for returning customers.
- To monitor your customer retention levels and make changes to support areas for development.
- To train all employees on the importance of good customer service, no matter which department they fall under.
This course is designed for anyone responsible for improving customer service or customer journey to aid retention in any business. It would be most beneficial for:
- Business Owners
- Executives
- Operations Managers
- Customer Service Managers
- team Leaders
- Supervisors
- Project Planners
- Change Managers
- Frontline Customer Care Employees
- Quality Officers
This course uses a variety of adult learning methods to aid full comprehension and understanding. Participants will view real-world retention strategies from successful businesses and take part in group learning exercises to create journey maps for specific types of customers.
The groups will take part in developing an innovative retention or rewards scheme tailored to a specific brief and conduct presentations regarding how this scheme should be rolled out to stakeholders and customers in order to obtain the best reaction.
Course Content & Outline
- Understanding the ‘customer is always right’ philosophy.
- Training from top down to encourage customer focus.
- The cost of retention and building your business.
- Creating a customer-focused culture.
- Your client management model and adjustments.
- What is your customer base and what next steps are you aiming for?
- How do your customers find you?
- What attracts your customers to your service?
- Why do customers leave?
- Your customer journey map.
- Identifying pain points.
- Your next necessary steps.
- Creating a product that requires repeat business.
- The rule of reciprocity.
- Your commitment to consistent service.
- Developing brand loyalty.
- The power of customer satisfaction and reviews.
- Reaching out for feedback.
- Establishing authority in the market.
- Your ethics and values as a business.
- Your communication methods.
- Automating your experience.
- The limitations of service and looking at alternative solutions.
- Risk assessments on face-to-face communication.
- Accessibility requirements and the Equality Act 2010.
- Translation services and cross-cultural understanding.
- Social media usage - what works and what doesn’t?
- Prize-based buying.
- Collecting coins for money off.
- Customer referral schemes.
- Understanding your customer requirements.
- Customer retention that matches your brand.
- Continuous improvement based on assessment and review.
- Your KPIs against scorecards.
- Setting SMART targets across the business.
- Audit trails to evidence improvement.
- Customer satisfaction surveys.
- Quantitative and qualitative results.
- Moving into the future of service.
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Holistique Training draws distinction as one of the pioneers in the field of training and professional development solutions since 2008.