Customer Retention

What is customer retention?

• The process of engaging existing customers to stop buying products or services from your business

• The process of engaging existing customers to continue buying products or services from your business

• The process of engaging new customers to buy products or services from your business

Why product/service values are important to your customers?

• To be different/stand out from your competitor

• To maximize profits

• For cost cutting method

Sign of customer churning

• Always buy from you

• They don't trust you

• Always keep in touch with you

Every customer represents ........

• Your company's credibility

• Your branding

• Future value of your business

What is CLV?

• Customer Life Time Value

• Customer Life Time Volume

• Customer Life Trends Value

You have ........................... chance of selling to existing customer

• 20% - 30%

• 60% - 70%

• 100%

Selling to existing customer is ........................

• easier and cheaper

• difficult and expensive

• somewhat difficult

Success Formula for Customer Retention

• Improve customer experience & build a strong and sustainable company culture

• Improve customer satisfaction & build a strong and excellent company culture

• Improve customer perception & build a reliable and sustainable company culture

"The way you treat you .......................... is the way they will treat your customer"

• Management Team

• Boss

• Employees

The 3rd level from the 6 levels of customer service is ............

• Expected

• Criminal

• Basic