This podcast episode is all about how businesses can improve customer retention and keep their clients happy. Today we have Alexa, Tonia, and Deb discussing the difference between retaining clients and attracting new ones, emphasizing the importance of a strong onboarding process and building a strong relationship with clients. They share their own strategies for onboarding clients and finding the balance in client relationships.
They stress the importance of understanding what clients need and consistently gathering feedback to improve their experience. They also emphasize the value of transparency and honesty in client relationships.
Overall, this episode provides valuable insights and practical tips for businesses looking to improve their customer retention and build stronger relationships with their clients.
Outline:
- [0:30] - Today’s Topic: How To Win At The Customer Retention Battle
- [2:55] - The Process of Retaining Clients Versus Attracting Clients
- [3:15] - Create a Powerful Onboarding Process
- [5:00] - Build The Relationship & Keep it
- [5:40] - How We Onboard Our Clients
- [7:00] - Make It A Point To Understand What Our Clients Need
- [8:30] - Find The Balance In Your Client Relationship
- [11:00] - Loyal Customer Base = Increased Revenue
- [12:40] - Get Customer Feedback Consistently
- [13:30] - Be Transparent & Honest
- [16:00] - You Can’t Be Too Ridgid
- [16:45] - Don’t Forget About The Sales Process
Important Quotes:
- “Clients within the first 14 days determine whether or not they want to be with you” - Alexa
- “Retaining a customer is so much more than a transaction, it is about a relationship” - Tonia
- “If you’re constantly bleeding clients, and having to replace them, that is exhausting” - Alexa
- “The number one thing people crave is being understood” - Deb
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