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