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1. Boost Your Profits with Customer
Loyalty & Retention

2. Why is Customer Loyalty &
Retention So Vital?
Getting “new” customers is
much harder and more
expensive than getting repeat
sales from “existing” customers

3. Why Should Customer Loyalty
& Retention be a Top Priority?
 Attracting a new customer costs 5X as
much as keeping an existing one
 89% of consumers began doing
business with a competitor following a
poor customer experience
 Emails targeted to customer loyalty
programs have a 40% higher open
rate

4. Why Should Customer Loyalty
& Retention be a Top Priority?
 86% of consumers will pay more for a
better customer experience
 Poor customer experiences result in an
estimated $83 billion loss by US
enterprises each year because of
defections and abandoned purchases

5. Why Should Customer Loyalty
& Retention be a Top Priority?
 Unhappy customers are more likely to
talk than satisfied customers…
• 25% of customers say something
positive about purchases
• 65% are likely to speak negatively
• 23% of customers who had a
positive experience told 10+
people about it
• 48% of customers who had a
negative experience told 10+
people about it

6. Why Should Customer Loyalty
& Retention be a Top Priority?
 Mobile coupon usage is expected to
soar; by 2016, the total redemption
value of mobile coupons will be more
than $43 billion
 Customers who engage with
companies over social media spend
20% to 40% more money with those
companies than other customers
 80% of a company’s future profits will
come from just 20% of their EXISTING
customers

7. Financially, Customer Loyalty
& Retention Can Help…
 Reduced Marketing, Advertising, and
Acquisition
 Reduced Customer Turnover Expenses
 Increased Overall Loyalty Equals More
Profits
 Increased Up-selling and Cross-selling

8. Financially, Customer Loyalty
& Retention Can Help…
 Increase in Referrals
 Boost in Brand Recognition and
Awareness
 Less Time Spent Creating New
Relationships
 More Feedback and Suggestions

9. What Makes Your Customers
Come Back?
 They feel appreciated
 They received great service from you
 They find tremendous value in your
product or service
 They can get special discounts going
forward (by joining some type of
customer loyalty and rewards program)

10. What Makes Your Customers
NOT Come Back?
 Your staff was not attentive or they
were rude
 They did not feel appreciated
 Your product or service didn’t meet
their expectations
 Your product is not priced appropriately

11. How Can Your Business Start
Building Customer Loyalty &
Retention Immediately?

12. Email Marketing &
Email Coupons
 Most internet users use email
 Easily personalize communications and
build relationship with customers
 Consumers love getting “deals”
 Will come back to you if they like your
product and/or service

13. Text Message Marketing &
Text Coupons
 Most mobile users actively send and
receive text messages
 Fast delivery
 Reliable
 Unlimited market reach
 Short, direct and to the point

14. QR Codes & Mobile Apps
 Both are growing in popularity every
day
 Use them as ways to build your as well
as make offers to your list
 Give users something valuable to make
them scan your QR code or download
your mobile app

15. Mobile-Friendly Websites
 Websites that are not mobile-friendly
frustrate customers
 Could prevent them from doing
business with you while on the go
 Could turn them off completely sending
them to your competitors

16. Social Media Marketing
 More than 1 billion social media users
 Customers tell others what they think of
you on social media
 Monitor, engage, and respond to your
customers to initiate repeat business
from them

17. Online Reputation Management
 Monitor and respond to customer
reviews made on review websites and
business pages
 Publish positive content about your
company online regularly
 Maintain a positive image online to
keep your happy customers coming
back

18. Providing a Quality
Product or Service
 No matter how good your marketing
strategies are… they won’t come back
if your product or service is of poor
quality
 Also focus on providing excellent
customer service
 Keep all communications with your
customers on a “personalized” note to
build trust

19. Be Consistent and Create a
Comfortable, Positive Tone
 Stay in touch on a regular basis with
customers – do some testing to see
how much is too much or too little
 Make sure your employees are happy
and loyal; if not, their negativity could
spill over to how they handle your
customers
 Maintain a clean and comfortable
environment for your customers

20. Make it ALL About Your
Customers
 Target your marketing efforts to
different segments of your customer-
base
 Ask your customers what they want via
surveys – and then give it to them
 Always under-promise and over-deliver
to build credibility

21. Implement a Customer
Rewards Program
 Great way to generate repeat sales
from customers
 Instant contact with club members
whenever you want to make an offer
 Several different types of reward
program structures to choose from

22. Implement a Customer
Rewards Program
 Plan it out
 Ask your customers what they want
 Make it easy for people to sign up
 Make sure your rewards are very
valuable
 Pick the right program and initiate it
 Tell EVERYONE to join!