Overview

Techniques and Strategies to Promote Customer Retention

Learning Objectives

At the end of this course, you will be able to:
– Develop a robust strategies to promote customer retention
– Maximise customer satisfaction through reputation and word of mouth
– Apply strong personalised communication to customers, online and offline
– Using technology to develop behaviourally targeted marketing program

Course Outline

Part 1:
– Getting customer involvement from the beginning to the end of the process
– Setting the right expectations early. Re-analyse and renew expectations often
– Keep communication concise, clear and consistent
– Involve customer in a long term planning i.e. roadmap for future relationship

Part 2:
– Asking for feedback and information
– Using technology to store customers’ information
– Maintain a clear accessible record on customers’ history or any past problems
– Adding value to customer’s experience to increase loyalty
– Case study