Customer Attraction & Retention

Create and implement winning customer attraction and retention strategies, and train customer-facing teams to deliver world-class service and sales experiences.

IS IT IN YOU? CUSTOMER EXPERIENCE IMPROVEMENT PROGRAM

Finding it harder and harder to attract new customers and retain the ones your company has worked so hard to get?

In difficult times like these, your people must deliver the highest quality customer experiences possible.  Yet consistently performing at a high level is likely your company’s biggest challenge.

Is It In You? Customer Experience Improvement Program:

  • Brings company vision, mission, and values to life

  • Engages employees in improving their customers’ experience

  • Leverages a proven successful process—  capturing “moments of truth”

  • Generates high customer satisfaction ratings and referral business

  • Increases employee productivity and morale

Is It In You? Process includes:

  • Identifying Attitudes and Behaviors required for Service Excellence

  • Mapping Customer/Client/Member/Patient/Guest Experiences

  • Prioritizing Customer Moments of Truth

  • Developing Action Plans to improve customer experience at high-priority Moments of Truth

  • Monitoring Action Plan Implementation to overcome obstacles and adjust to changes in the environment

CUSTOMER SEGMENTATION AND RETENTION STRATEGY DEVELOPMENT PROGRAMS

Customer Segmentation and Retention Strategy Programs:

  • Identify your company's highest-priority customer types

  • Enable better targeting of marketing and branding messages

  • Determine appropriate resource allocations and investments by customer type and retention strategy

  • Increase profitability by serving each customer type with optimal blend of resources

Customer Segmentation and Retention Strategy Process includes:

  • Identifying Current Customer Segments and Personas

  • Identifying Customer Segment unique characteristics and needs

  • Developing unique Retention Strategies for each Segment (Standard, Premium, Wow! levels)

  • Creating Tactical Action Plans and resource allocations to implement Retention Strategies