Description How to Increase Repeat Business and Build Customer Loyalty Increase repeat business and build customer loyalty with this step-by-step customer retention program. In Disc 1, you’ll learn . . . Why customer retention is more important than customer satisfaction How to know if you are spending too much energy on winning new customers The amazing payoff of retaining current customers How to track customer retention and learn why your customers are leaving 7 ways to stay in touch with your customers In Disc 2, you’ll learn . . . 9 specific ways to build “partnerships” and emphasize your value How to capture your customers’ loyalty in the first few months To educate your customer so they understand how to use your products or services How to deliver “outrageous” service to help you maintain customer enthusiasm Guarantees: what should they include and cover. In Disc 3, you’ll learn . . . 6 questions that will help you examine how well you currently handle complaints To process repairs, refunds, gripes, etc., in a way that actually builds business A 6-step process for making a “stunning comeback” with dissatisfied customers How to get your entire organization committed to customer relations In Disc 4, you’ll learn . . . How employee turnover affects customer retention Hiring and managing “service stars” To more effectively train customer service people How to develop employee rewards, awards, and compensation plans that directly relate to customer retention To set the tone, and inspire great service from your people
