Customer Retention Strategy

How easy is it to Retain Your Customers, especially with your competition knocking on their door?”


  • You are in a very competitive market
  • It is getting harder to differentiate and to build relationships with loyal customers in your business
  • You have a high customer turnover rate
  • Your advertising is supposed to attract new customers but your advertising budget is not large and you need to make it work for you
  • Communicating with customers individually can be costly
  • It isn't easy to sell products and services to customers when they want it and how they want it
  • Your culture and your people don’t have the skills, knowledge or tools to implement a customer retention culture or program

Customer Retention Blueprint

How KONA will assist you to get your company back on track, through our proven ACTC Process;

 

Phase 1 Assessment : Assess your company’s customer-centric processes, procedures, and culture through a selection of face to face interviews with both management and staff; on the job observations; and customer feedback .


Phase 2 Consulting : Consult back to your Management team with our recommendations as to what needs to be done to get your people and your company on track to be a customer-centric organisation that attracts and retains customers and becomes more profitable.


Phase 3 Training : Facilitation of training workshops directly tailored and aligned to your business, market and what your people and your business needs to be doing better or differently. Note: This workshop is NOT an off the shelf, by the book, generic training ‘course’.


Phase 4 Coaching : On the Job follow up and coaching is critical to ensure that training content is implemented and reinforced in the field and not left in the ‘classroom’. The coaching phase cements the transition from ‘theoretical’ to ‘practical’ application of the newly acquired behaviours, knowledge and skills, and importantly secures your ROI.


Expected Outcomes
  • Increased retention of customers
  • Increased customer lifetime value
  • Increased business profitability
  • A renewed focus on retaining customers rather than on just ‘making the sale'
  • Actions for retaining customers that can be executed immediately
  • Knowledge on how to develop long-term loyalty, retention and incentive programs
Contact Us

For more information about how to increase your customer retention please contact Philippa at info@KONA.com.au.


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