The document summarizes a presentation from a customer retention summit. The presentation discusses how customer retention requires customer engagement, which requires conversations with customers, which requires listening to customers. To truly listen to customers, companies need a supportive culture that prioritizes creativity over rigid structures and disciplines employees to do what is right for customers. When companies foster this type of culture, it leads to engaged employees and customers, as well as business success.
2. Conference Description: Customer retention is not only a cost effective and profitable strategy, but in today’s world it is a necessity !!! When 80% of sales come from 20% of your clients a customer retention marketing strategy becomes even more critical then campaigns designed for new customer acquisition . Customer retention marketing focused on increasing customer purchases, referrals and loyalty. The goal of customer retention marketing is to convert first time or occasional buyers into loyal, long term customers . To build a truly effective customer retention marketing program marketers must have keen customer insight that enables them to understand what propels customers to act in a desired way .
3. Presentation Title: No retention without engagement Presentation Overview: No retention without engagement No engagement without conversation No conversation without listening No listening without supportive culture No supportive culture without creativity No creativity without discipline No discipline without structure Structure. Discipline. Creativity. Freedom. Conversations. Relationships. Success. Harry Klein Customer Engagement Strategies, Inc.
4. Excerpt from program description: “ To build a truly effective customer retention marketing program marketers must have keen customer insight that enables them to understand what propels customers to act in a desired way.”
5. “… what propels customers to act in a desired way.”
14. Customer Engagement Defined Customer “Hot Spots” are where Processes create a disconnect between Promises and Experiences Customer Engagement: The Intersection of Promises, Processes and Experiences Brand Promises Customers Experiences Business Processes
50. Review No retention without engagement No engagement without conversation No conversation without listening No listening without supportive culture No supportive culture without creativity No creativity without discipline No discipline without structure Structure. Discipline. Creativity. Freedom Conversations. Relationships. Success.