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How to get
Customer
Retention
Users to happy Customers
How to get Customer
Retention
Users to happy Customers
Agenda
It’s someone that had a great experience on
your product and wishes to repeat the
experience.
Happiness
Do what you do so well that they will want
to see it again and bring their friends.
Walt Disney
Lifecycle
Customer retention refers to the ability of a
company or product to retain its customers
over some specified period.
Retention
Benefits of
Customer
Retention
Increasing customer
retention rates by 5%
increase
Profits by
25% to 95%
A 2% increase in
customer retention has
the same effect
Decreasing cost by
10%
Worth 10X as much
On average, loyal
customers are worth up
to 10 times much as
their first purchase
Loyalty is rare, if you find it, keep it.
Swami Vivekanand
It costs 5 times as much
to attract a new
customer, than to keep
an existing one$
$
$
$
$
$
$
The probability to selling to
an existing customer is 60-
70 % while the probability
of selling to a new
customer is 5-20%
47% customers who experience
bad service change providers
within 48 hours
Emotions
of
Customers
Four Wheels of
Customer
Retention
Connect
EducateListen
Personal
Touch
Be
Responsible
Basic
Expectations
Discounts
Provide
Solutions
Deliver to
Promise
Engage
Surveys/
Questions
Interviews
Feedback
Referrals
Measure
Thank You
Exclusive
Offers
Loyalty
Program
Premium
& Gifts
Appreciate
THANKS
FOR
WATCHING!
INVEST IN CUSTOMER SERVICE!

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stackconf 2020 | How to get Customer Retention by Monika Khanna