This document outlines a customer retention strategy for an online pharmacy called Meramedicare. It discusses using a multichannel approach including email, website, mobile app, call center, and social media to acquire, convert, retain, and grow customers. Key aspects of the strategy include understanding customer needs through data tracking and feedback, providing quality service and support, and creating awareness through advertisements, endorsements, and educating customers on using digital media to purchase medicines. The goal is for Meramedicare to be an innovative, passionate, transparent, and efficient team that is a smart choice for customers.

1. www.meramedicare.com

2. CUSTOMER RETENSION
STRATEGY
PRESENTED
BYhttp://www.slideshare.net/DamyantiWaghela
/customer-retention-strategy-52002020
DAMYANTI WAGHELA

3. WHO IS A CUSTOMER?
A customer (sometimes known as a client, buyer, or purchaser) is
the recipient of a good, service, product, or idea, obtained from
a seller, vendor, or supplier for a monetary or other valuable
consideration.

4. WHY IS IT HARD TO RETAIN CUSTOMERS?
COMPETITOR’S
PRODUCTS
PRICE/SERVICE
DIFFERENCE
AFFILITY
TOWARDS
OTHER
BRAND

5. MULTICHANNEL
APPROACH
HELPS TO WIN MARKETS AND
ENCHANCE MARKET SHARE
1

6. MULTICHANNEL
ADVERTISING
WEB
ADVERTISING
SME
MOBILE
EMAIL
WEBSITE
DIRECT MAIL
CALL
CENTER

7. EMAIL
▪ Reminders to loyal customers
▪ Prescription can be sent via email
▪ PRIVACY of the customer is maintained

8. Website
Search engine optimization
(SEO)
▪ Medicine
▪ Medicare
▪ Prescription
▪ OTC
(These words should be used to
pop the website on the top ot the
list)
WEB
Web Advertisement
▪ Website should be
attractive and creative
▪ Advertisement in pharmacy
colleges
▪ Advertisement through
social media

9. CREATING BUZZ
MOBILE
App creation
“ASK ME”
Customers can get
their doubts cleared
Can order through
the app
Compare prices and
get suitable
medicines
CALL CENTRE
Customers doubts
should be cleared
within 12 hours
A unit should be
appointed to handle
customers complaints
ADVERTISING
Through social media,
colleges, schools,
hospitals,etc.
OOH near the junctions
Educating the masses
regarding the usage of
digital media for
purchasing medicines

10. TRAINING
▪ Office team should be
trained for handling
customer complaints
▪ Soft skill training
▪ Training to handle advance
technology
▪ Motivation through
appreciation and incentives
INTERNAL
CUSTOMERS
ARE EQUALLY
IMPORTANT

11. SOCIAL MEDIA
Use big image
SOCIAL MEDIA

12. INTERNET USAGE
(JAN 2015)
BlackGray
243 Mn
19% 20 Mn 16%
Active internet users Percentage of the
population using net
Active mobile internet
users
Percentage of the
population using
mobile net

13. Customer service
Email marketing
Loyalty programs
personalization
Accessibility
Customer
decision support
Payment options
Rating & reviews
Web analysis
Online survey
Site
performance
monitoring
Competitor
benchmarking
Usability
Content
targeting
Brand
monitoring
Search engine
marketing
Shopping
comparison
Affiliate
marketing
MEASURE &
OPTIMISE
RETAIN &
GROW
CONVERT
ACQUIRE

14. RETENTION PROCESS
UNDERSTAND THE
NEEDS OF THE
CUSTOMERS
PROVIDE THE
REQIURED
SERVICE AND
SUPPORT
FEEDBACK
AND
COMPLAINT
MANAGENENT

15. MAIN STEPS
CUSTOMER
Study the needs
Customer profiling
Data tracking
Privacy
Providing the
service
Free home delivery
Comparitive study
Provide suitable option
Promotion
Social media
Medical professionals
Retailers
Discount offers
Awareness
Educating the masses
Small ads displayng the uasge
of digital media for
purchasing medicine
Emdorsements by filmstars
Feedback
Usability
Data mining
surveys

16. Overall a Smart Choice
THANK YOU
Innovative
Passionate
Team
TransparentEfficient