High level of customer satisfaction is a business goal for every brand and a key to success.And, you know what? This actually makes me extremely happy and excited. I love the fact that companies are taking efforts to make their customers happy in addition to thinking about the product and services offered. Businesses now know the importance of maintaining a good relationship with customers.While it is relatively easy to say, it is much more difficult to maintain and actually keep your customers happy and satisfied with the services or products you provide.

1. How to get
Customer
Retention
Users to happy Customers
How to get Customer
Retention
Users to happy Customers

2. Agenda

3. It’s someone that had a great experience on
your product and wishes to repeat the
experience.
Happiness

4. Do what you do so well that they will want
to see it again and bring their friends.
Walt Disney

5. Lifecycle

6. Customer retention refers to the ability of a
company or product to retain its customers
over some specified period.
Retention

7. 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

8. Loyalty is rare, if you find it, keep it.
Swami Vivekanand

9. It costs 5 times as much
to attract a new
customer, than to keep
an existing one$
$
$
$
$
$
$

10. The probability to selling to
an existing customer is 60-
70 % while the probability
of selling to a new
customer is 5-20%

11. 47% customers who experience
bad service change providers
within 48 hours

12. Emotions
of
Customers

14. Four Wheels of
Customer
Retention

15. Connect
EducateListen
Personal
Touch
Be
Responsible

16. Basic
Expectations
Discounts
Provide
Solutions
Deliver to
Promise
Engage

17. Surveys/
Questions
Interviews
Feedback
Referrals
Measure

18. Thank You
Exclusive
Offers
Loyalty
Program
Premium
& Gifts
Appreciate

19. THANKS
FOR
WATCHING!
INVEST IN CUSTOMER SERVICE!