Keeping customers close: simple strategies to drive retention

Transcript

1. 1 Keeping customers close: simple strategies to drive retention
2. 100% retention
3. “BIG WOW” INCREMENTAL BIG BUDGET ACHIEVABLE
4. Problem 1. Customer insights were not being optimised to strengthen our proposition Problem 2. The customer is one of many voices in the product development process Problem 3. Our B2B communications looked like a different company to our B2C communications
5. 5 Problem 1: Customer insights were not being optimised to strengthen our proposition
6. 6 Problem 2: The customer is one of many voices in the product development process
7. 7 Launch briefing questions 1. What customer problem does this feature solve? 2. How will it make our customer’s life easier? 3. How will we measure success?
8. 8 Problem 3: Our B2B communications looked like a different company to our B2C communications
9. 9 Launch announcements to partners
10. 10 Crafting the launch language
11. 11 New feature demos
12. 12 New feature demos
13. Small changes can make a BIG difference
14. 14 Thank you