Customer Retention 101

Customer Retention 101

Session Length: 4 Hours hours | Target: All Employees with Customer Contact | Prerequisites: Delighting Customers, QA 101

A practical look at why customers stop doing business with you and steps that can be taken to keep customers from wanting to leave. Topics include:

  • What is the value of a customer?
  • The cost to keep a customer vs. the cost to get a new customer
  • What is one save per Customer Service Rep per day for a whole year worth?
  • Why do customers leave?
  • Churn reduction starts before the customer starts doing business
  • Understanding the reasons behind the reasons
  • Developing strategies to counter every reason we can affect
  • Playing from strength: Client’s strategic advantages
  • Skills-building in saving customers who want to leave

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