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It’s expensive enough to strategize, market, get leads, and bring new customers in through the door of your business… but then you have to pay out again and again just to keep them coming back! How DO you turn a profit these days with all the endless costs involved?

The truth is that a solid customer retention program does NOT have to cost an arm and a leg to maintain. Think for a moment about WHY a customer will stay with a company for the long-term. The answer lies in consistency and ease of doing business. Once you nail consistent service and smoothness of transaction, a variety of retention or VIP programs are easy and inexpensive to set up.

Consider these ideas:

  • Frequent buyer programs. Add a discount or special offer to capture and hold repeat buyers. The more they shop, the better the deal and you get on-going and repeat revenue. And sometimes, just providing a VIP notification and recognition is all that is needed.
  • Preferential treatment. If you are a B2B, or B2C business, an extra service or offer is attractive to a client.
  • Individual approach to clientele. For example a doggie-day-care facility knew that one of their new clients loved University of Southern California so they decorated the dog’s “suite” in SC gear. Here the cost is very little, but the goodwill of making that client feel special and appreciated will last a long time.
  • Create memories. Think of ways to create a memory for your customer that will keep you above the fold and foremost in his or her mind when it is time to shop again.
  • Look for feedback. Offer surveys and take opinions, both negative and positive. It will only better help you to customize your retention programs.
  • Develop an email personality and keep in regular contact. There is no reason an email ad, shipping notification, or sale flyer has to sound like a robot produced it. Make it personal and snappy. “We’re SO happy to have you shop with us today!” or “Your fabulous new piece is on its way to your door right now, you’re going to love it!!” Regular contact also keeps you top of mind.
  • Plan a win-back program. If you do lose a great customer, have a plan to get them back ready-to-go. Do NOT let them forget you and your great service!

Keep in mind that you may sometimes have to sacrifice a customer that just does not fit in with your overall business ideal or plan…”moving customers on” is a great strategy for those high maintenance customers that just don’t fit your way of doing business. And that reduces your cost and lets you focus on your best customers!!! Remember, all revenue is not good revenue. Do you have Customers that you “pay” to be your Customers? I bet you do!!

A key component to excellent customer retention is in the management of your customer’s expectations, and aim to deliver above what is generally expected with consistency. That is what a great client retention program is all about - and all without breaking the bank!

To learn more about how Jay can assist you in Building a Customer Retention Program for your business, contact Coach Jay for a Complimentary Coaching Session today. A 90-minute session with Coach Jay to begin the process of moving your Dreams to the Results you deserve. Don’t delay!!

Remember, my goal is to help you THRIVE not merely SURVIVE!
We “Guarantee” our results!!  Contact Jay for a Complimentary Coaching Session (CCS) to show how Coaching is “self-funding” through bottom-line impact in 17-weeks or less.  Guaranteed!! , or call my cell at (949) 422-1167.  Don’t WASTE any more of your most precious resource, Your Time!!

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