best practices in customer retention

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Best in Class Customer RetentionA 5% Improvement Can Double Your Bottom Line Profits

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For more details, download the Customer Retention White Paper at http://bit.ly/WuZmd4

Or email pat@mcgrawmarketing.com

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Frederick Reichheld, The Loyalty Effect“...in a typical company today, customers are defecting at the rate of 10 to 30 percent per year; turnover rates of 15 to 25 percent are common...”

“In most businesses other than retailing the costs of acquiring a customer, setting up an account, and checking credit are so high that the economics just won’t work unless the customer stays loyal.”

“...a five percent increase in customer retention rates can potentially increase by 25 to 100% the value of a business’s customers “

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A few thoughts from Pat McGrawRetention starts long before demand generation. Retention starts when you start planning your business—it’s what makes your business uniquely valuable to your audience.

Retention needs to be proactive rather than reactive – too many businesses wait until the customer is half-way out the door before turning on their ‘retention’ magic.

And retention is something that needs to be part of your corporate culture because everyone has a role to play in delivering a unique, valuable customer experience.

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PLAN

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ON-BOARDING

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CLARITY

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COMMONALITIES

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COMMUNICATION

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FOCUS

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INTERVENTION

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KINDNESS

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For more details, download the Customer Retention White Paper at http://bit.ly/WuZmd4

Or email pat@mcgrawmarketing.com

For more information: Call 410-977-7355 or visit mcgrawmarketing.com 14

20+ years helping businesses improve sales and marketing performance

www.linkedin.com/in/patmcgraw/

www.mcgrawmarketing.com

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