The document discusses customer retention strategies, noting that companies can lose up to 90% of customers in some sectors annually. It emphasizes maintaining high retention rates through frequent communication, extraordinary service, and personal touches, and introduces the idea that complaints should be viewed positively. Linda Frier from Coalesco provides various methods for improving customer stickiness and engagement.

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