Customer Stickiness the Coalesco way - Linda Frier's presentation slides from an event from Ingenuity at the University of Nottingham.

1. Customer Stickiness
the Coalesco way

2. 80%
Up to
Average 20%
customers lost
each year
lost in some sectors

3. 90% 80%
retention rate retention rate

4. 90% 80%
retention rate retention rate
+20% x 7
new customers/year
years

5. 90% 80%
retention rate retention rate
+20% x 7
new customers/year
years

6. Sell then sell again

7. Frequent communications
calendar

8. Extraordinary
customer service

9. Product or service
integrity

10. A complaint is a gift

11. • Blog and social media
• Magic Moments
• Personal Touches
• Premiums and Gifts
• Questionnaires and Surveys
• Regular Reviews

12. Thank You
Linda Frier, Coalesco
linda.frier@coalesco.co.uk
www.coalesco.co.uk
@LindaFrier