Customer Orientation Without a Budget: 40 Best Tools

Customer retention is more important than customer acquisition. Retaining customers becomes a more important matter for a company than attracting customers. There are several reasons (we won’t discuss them, saving time). If it is important for you to retain your customers or business partners, to make them buy from you more often, at higher prices, more, to praise and recommend, and to stay with you for life – we have a solution. What’s in the program? In the format of your favorite 3-hour mini-seminar (when there’s no time for “water” and blah-blah-blah), with Dmitry Turusin, we will tell you about the best tools to retain customers and how to make the company customer-oriented. We will tell you about the 40 best customer-centricity tools without a budget (in our two-volume “Customer Centricity Without a Budget” book of 150 tools) – when money is not needed, and the results are visible. 40 best tools: Customer-centricity definition as a lighthouse Bad customers Rules for working with customers Golden rule LTV and its visualization Vice President of First Impressions The most anti-customer-centric thing in our company Bad mood is contagious Taboo Smile Fire all non-customer-oriented employees (method 1-2-3) “Customer-Oriented Ivanov” NPS/eNPS Working with detractors Customer-oriented advertising Customer-oriented payment CRM Quick manager Every buyer is an auditor Sorry gift Matrix of apologies (mistake, slip, disaster) Correct apologies Come back! Please, complain correctly Higher degree of customer-centricity in business processes Make the product/service more customer-oriented Make your business perfect “Like for mom” Without industry problems And that’s why it’s worth so much/explaining the bill Touchpoints First five seconds Final chord Regularly, positively, unobtrusively, and beneficially NPSx2 International Customer Day Day without complaints Wow day Done-said (or do not need to be modest?) Yearly report of positive emotions Retaining customers is more important.

Difficulty: medium

Duration: 9 hours