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HOW TO REDUCE YOUR CHURN RATE & INCREASE CUSTOMER LOYALTY
1. HOW
TO
REDUCE
YOUR
CHURN
RATE
&
INCREASE
CUSTOMER
LOYALTY
Joanna Lord
CMO
@joannalord
Renea Nielsen
Customer Success Strategist
@renoodles
Susan Emerick
Manager of Social Programs
@sfemerick
MARKETING
PROFS
B2B
FORUM,
2013
2. WHAT IS CUSTOMER LOYALTY?
“Loyalty is when brands
create an intimate
emotional connection that
you simply can’t do
without. Ever”.
- Kevin Roberts, Saatchi & Saatchi
4. TODAY LOYALTY MATTERS.
YOU HAD WHAT THEY
NEEDED
YOU HAD A
DIFFERENTIATOR
YOU’VE BUILT LOYALTY
THE EVOLUTION OF A SA
5. HOW CAN WE INCREASE CUSTOMER
LOYALTY?
CUSTOMER
LOYALTY
Messaging
Rewards
Great
User
Experience
BeauDful
Design
Customer
Service
EducaDon
Brand
AuthenDcity
Company
Transparency
Cohort
Tracking
Thank
You
Campaigns
Internal
Evangelists
Surveying
(CAB)
Customer
Success
6. TODAY LETS FOCUS ON CUSTOMERS &
THEIR EXPERIENCE
Rewards
Internal
Evangelists
Brand
AuthenDcity
User
Experience
Customer
Success
Thank
You
Campaigns
34. THANK
YOU
FOR
YOUR
TIME!
QUESTIONS? LET’S HEAR ‘EM!
Joanna Lord
CMO
@joannalord
Renea Nielsen
Customer Success Strategist
@renoodles
Susan Emerick
Manager of Social Programs
@sfemerick
MARKETING
PROFS
B2B
FORUM,
2013