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Keeping customers close: simple strategies to drive retention

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