Customer retention strategy
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Strategy to retain customer and to enhance the usage of digital media for purchasing medicines.
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Customer retention strategy
- 2. WHO IS A CUSTOMER? A customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or idea, obtained from a seller, vendor, or supplier for a monetary or other valuable consideration.
- 3. WHY IS IT HARD TO RETAIN CUSTOMERS? COMPETITOR’S PRODUCTS PRICE/SERVICE DIFFERENCE AFFILITY TOWARDS OTHER BRAND
- 4. MULTICHANNEL APPROACH HELPS TO WIN MARKETS AND ENCHANCE MARKET SHARE 1
- 6. EMAIL ▪ Reminders to loyal customers ▪ Prescription can be sent via email ▪ PRIVACY of the customer is maintained
- 7. Website Search engine optimization (SEO) ▪ Medicine ▪ Medicare ▪ Prescription ▪ OTC (These words should be used to pop the website on the top ot the list) WEB Web Advertisement ▪ Website should be attractive and creative ▪ Advertisement in pharmacy colleges ▪ Advertisement through social media
- 8. CREATING BUZZ MOBILE App creation “ASK ME” Customers can get their doubts cleared Can order through the app Compare prices and get suitable medicines CALL CENTRE Customers doubts should be cleared within 12 hours A unit should be appointed to handle customers complaints ADVERTISING Through social media, colleges, schools, hospitals,etc. OOH near the junctions Educating the masses regarding the usage of digital media for purchasing medicines
- 9. TRAINING ▪ Office team should be trained for handling customer complaints ▪ Soft skill training ▪ Training to handle advance technology ▪ Motivation through appreciation and incentives INTERNAL CUSTOMERS ARE EQUALLY IMPORTANT
- 10. SOCIAL MEDIA Use big image SOCIAL MEDIA
- 11. INTERNET USAGE (JAN 2015) BlackGray 243 Mn 19% 20 Mn 16% Active internet users Percentage of the population using net Active mobile internet users Percentage of the population using mobile net
- 12. Customer service Email marketing Loyalty programs personalization Accessibility Customer decision support Payment options Rating & reviews Web analysis Online survey Site performance monitoring Competitor benchmarking Usability Content targeting Brand monitoring Search engine marketing Shopping comparison Affiliate marketing MEASURE & OPTIMISE RETAIN & GROW CONVERT ACQUIRE
- 13. RETENTION PROCESS UNDERSTAND THE NEEDS OF THE CUSTOMERS PROVIDE THE REQIURED SERVICE AND SUPPORT FEEDBACK AND COMPLAINT MANAGENENT
- 14. MAIN STEPS CUSTOMER Study the needs Customer profiling Data tracking Privacy Providing the service Free home delivery Comparitive study Provide suitable option Promotion Social media Medical professionals Retailers Discount offers Awareness Educating the masses Small ads displayng the uasge of digital media for purchasing medicine Emdorsements by filmstars Feedback Usability Data mining surveys