keeping repeat customers. tonight 1.figure out why customers repeat learn from each other examples...

Keeping Repeat Customers

Tonight

1. figure out why customers repeat learn from

• each other

• examples

• experts

2. look at a few tools old-(cheap)-tech

1. unaddressed admail

2. loyalty cards

new-(cheap)-tech3. email

4. online surveys

no-tech5. events

6. subscriptions

7. systems & training

1. Why do customers repeat?

your experiences

1. Why do customers repeat?

examples you know about

1. Why do customers repeat?

what the experts say

Reasons for Loyalty

What causes repeat business? 79% - skilled & polite staff

What causes switching? 77% - problems not resolved quickly 76% - delivery different than what promised 72% - staff unable to answer questions

Brave New World of Consumer DynamicsLucy Handley, Marketing Week

How to get customers to repeat

know what your customers want

5 Things You Should Know to Attract, Influence & Keep CustomersDoris Daif SmallBiz

What 3 things do your customers care about most

when buyingwhat you sell?

Guests value experience over location and priceBarsky & Waite Hotel Management

How to get customers to repeat

know what your customers want make feedback method easy & obvious collect email

• for many, its more personal than a phone call

• connect within 48 hours of providing service

• connect consistently

5 Things You Should Know to Attract, Influence & Keep CustomersDoris Daif SmallBiz

How to get customers to repeat

increase customer comfort in your space customer time in your space customer knowledge of your product

Dealer Uses Service Clinics to Build LoyaltyJaimie LaReau Automotive News

Connecting with Service CustomersAmy Wilson Automotive News

Why care?

48% changed because of poor service• 85% could have been retained

78% - 92% will tell friends

retail is most volatile sector

Brave New World of Consumer DynamicsLucy Handley, Marketing Week

Why care?

The True Value of Repeat CustomersMarisa Peacock, CMS Wire

More Experts…if you want them

Providence library Sewell & Brown Customers for Life

• Systems, not smiles pg. 23

Canine & Caplan Keeping Customers for Life• Step 9: Empowering employees to solve and prevent problems

pg. 173

Bhote Beyond Customer Satisfaction to Customer Loyalty• Measuring customer satisfaction & customer loyalty pg. 102

Cross & Smith Customer Bonding• A quick review pg. 187

Svilolka & Shapiro Keeping Customers• How to manage customer service pg. 91

Szwarc Researching Customer Satisfaction & Loyalty

Break!

2. A Few Tools

What tools do you use?

old-(cheap)-tech1. unaddressed admail

2. loyalty cards

new-(cheap)-tech3. email

4. online surveys

no-tech5. events

6. subscriptions

7. systems & training

1. Unaddressed Admail

google “Canada Post Unaddressed Admail”• http://www.canadapost.ca/cpo/mc/business/

productsservices/marketing/unaddressedadmail.jsf

2. Loyalty Cards

3. Email

4. Online Surveys

5. Events

Dealer Uses Service Clinics to Build LoyaltyJaimie LaReau Automotive News

6. Subscriptions

Subscriptions aren’t just for opera any more.

7. Systems & Training

the 7 key daily events opening

greeting selling check-out

documentation follow-up

closing

Did we do it?

1. figure out why customers repeat learn from

• each other

• examples

• experts

2. look at a few tools What tools do you use?

old-(cheap)-tech1. unaddressed admail

2. loyalty cards

new-(cheap)-tech3. email

4. online surveys

no-tech5. events

6. subscriptions

7. systems & training

Keeping Repeat Customers