Customer Retention: Love them or Lose Them

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Information about Customer Retention: Love them or Lose Them
Business & Mgmt

Published on March 6, 2014

Author: willisturner



Jeri Meola shares "Make or Break" strategy for customer retention on SMEI Webinar.

Why Spend Time Acquiring New Customers to Lose Them? March 6th, 2014 Presented by Jeri Meola, President SMS

What music do sales and marketing team members love? 2

Happy Days Are Here Again 3


Technology Had Leveled Our Playing Field 5

So What Is The Solution? 6

90% - 9 7

^ 90% of dissatisfied customers won’t come back or buy again ^ Unhappy customers tell their story to at least others 9 8


Who in Your Organization is Responsible For The Customer? If you don’t take care of your customers… someone else will. 10


Successful Customer-Focused Companies Have a vision Data-driven Ongoing innovation Customer vision is driven by your “Make or Break.” 12

“Make or Break” The one thing that has to be done EXTRAORDINARILY well to keep your customer. 13

“Make or Break” Example • When Shopping For Fish, What Do You Prefer? 14

“Make or Breaks?” 15

“Make or Breaks?” Little Things. 16

Disciplined Execution 17


How do I create a “Make or Break” customer experience? 19

“Make Or Break” Questions When purchasing our __________, what could make us different? How do we provide value? What frustrates you? What aren’t you getting? How are we most likely to lose your business? What ONE thing must we excel at? Focus on behaviors and attitudes. 20

VOC Listen and Learn Sessions Qualitative understanding to hear and understand needs, expectations and requirements. 21

Customer Segmentation Which customers are most important? 22

Brand Experience Contracts Show commitment. 23

Customer Advocacy Panel 24

No Excuse Culture 25

Reward staff for taking care of your customer. 26

Customer Experience Assessments Know your risk. “If you’re not keeping score, you’re only practicing.” Vince Lombardi 27

Customer Effort Score Most customers don't want to be dazzled; they want an effortless experience. 28

Sense of Urgency It’s about retention of your base. 29



SMS Relationship Contact ^ ^ ^ Voice of the Customer (VOC) Coach Avid golfer Community Advocate:  Performance Excellence Network (formerly Minnesota Council For Quality)  WomenVenture  United Way Women’s Leadership Council  Executive Women’s Golf Association  Sales and Marketing Executive International  American Heart Association Go For Red Executive Council  Performance Development Management Association (PDMA)  Women’s Presidents Organization ^ Recent Awards:  2011 Women in Finance and Commerce Top Women In Finance  2010 Red Cross Humanitarian  2009 National Association of Women Business Owner Lifetime Achievement 952.939.4310 (Direct) 612.840.0766 (Mobile) LinkedIn: Facebook: meola/ 32

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