In this episode, the incredible Andre Coakley explains everything you need to know to master customer retention.
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Struggling to keep your credit repair clients coming back?
We got you! In this speech from our 2019 Credit Repair Expo, the incredible Andre Coakley explains everything you need to know to master customer retention. Andre, an award-winning credit repair expert and best-selling author, shares his proven strategies for turning clients into lifelong advocates for your business.
Discover why retention is seven times more cost-effective than acquisition, how to leverage the "service recovery paradox" to turn negative experiences into loyalty, and the key metrics every business needs to track for sustained growth.
Let’s jump right in!
Key Takeaways:
00:00 Intro
01:43 Why Retention Is Better Than Acquisition
05:17 Defining Customer Retention and Service Recovery Paradox
08:14 Customer Journey Stages
12:21 Just Starting Out? Do This!
13:52 Customer Churn Rate
16:26 Maximizing Revenue
18:27 Tracking Retention Efforts and Customer Value
20:30 Measuring Loyalty
23:23 Outro
Additional Resources:
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