Customer Retention Program: Stop Buying Back Customers with Discounts
Every save that costs a discount is a customer you paid to keep. The last group we worked with moved their department save rate from 47% to 66%, and retention from 56% to 89%.
Your team saves customers without buying them back, using a mix of strategy, engagement, and tactics that moved retention from 56% to 89%.
- Level
- Store and service teams, Sales teams, Frontline leaders
- Group size
- Any group size
- Time
- Anywhere from 60 minutes to 2 days
- Format
- In person · Virtual
- Languages
- English
- Business outcome
- Customer loyalty, Revenue growth
Proof
56% → 89% retention
Freedom Mobile (then WIND Mobile): save rate 47% to 86% (47% to 66% including the loyalty desk), retention 56% to 89%, program NPS 94.4%, Facilitator NPS 100%
How we measure
Your retention and save rates, before and 90 days after, reported against the target we agreed on day one.
Win Customer Loyalty with Our Proven Customer Retention Strategy
If you need to meet specific customer retention targets then you'll want to talk with our Chief Learning Officer personally about this dynamic customer retention experience. Your team will discover how a mix of business strategy, employee engagement and proven customer retention tactics can save more customers.
How can you be sure that the investment in customer retention learning will give you massive ROI by reducing customer churn? You need a customer retention experience with a proven track record of improving customer retention rates.
Customer Retention Experience Results:
Customer retention rates rose from 56% to 89%
The whole department’s overall save rate rose from 47% to 66%
The Customer Retention Experience scored 94.4% Net Promoter Score (17/18 scored 10/10)
The facilitator scored 100% Net Promoter Score (all 18 scored 10/10)
You Get Results Using Proven Techniques. We Guarantee It.
We listen to your goals and design how to achieve those goals. Our experience creating results in call centres, sales, and customer service allows your team to achieve their customer retention rates. Let our learning designers focus on the attitudes, behaviours and culture that produce results.
Our award-winning customer retention Facilitators and designers achieve results – the last retention team moved its save rate from 47% to 86% and retention from 56% to 89%, with a 94.4% Net Promoter Score for the program.
Our Customer Retention Experience draws from several successful implementations so you receive proven techniques to save time and investment. The program focuses on application of the behaviours that produce results and removing the roadblocks to retention.
Clients who invest in this program often heed our advice – adding customer loyalty programs, changing scripts and changing coaching methods for customer retention staff. Even the most-jaded customer care staff who’ve “been there and done that”, talk about how much they learn and boast about their innovations. They own their learning, you get their results.
What Your Team Takes Away
Customer retention rates rose from 56% to 89%
The whole department’s overall save rate rose from 47% to 66%
The Customer Retention Experience scored 94.4% Net Promoter Score (17/18 scored 10/10)
The facilitator scored 100% Net Promoter Score (all 18 scored 10/10)
The last team we trained saw the following results:
Frequently Asked Questions
- What is a customer retention program?
- It is a working session where your team practices the conversations that keep accounts. Learn2 starts with your retention target, then builds the practice rounds around the calls your team actually takes. Participants make real decisions, hear what happens next, and leave with the behaviors that hold an account without a discount.
- How is this different from customer retention courses?
- A course hands your team someone else's script. This program puts your customers, your offers, and your save calls in the room. Participants own the practice, so the new behavior shows up on the next call instead of sitting in a binder.
- What results does a customer retention program produce?
- The last group we worked with moved customer retention rates from 56% to 89%. The whole department's save rate rose from 47% to 66%. Participants scored the program 94.4% Net Promoter Score, with 17 of 18 giving it 10 out of 10, and the facilitator scored 100%.
- Who could be in the room?
- The people who take the calls, and the leaders who coach them. Learn2 has built retention work for call centres, sales floors, and customer service teams. Even the most jaded customer care staff, the ones who have been there and done that, talk about what they discovered and boast about their own innovations.
- What changes after the session?
- Most clients change three things: the scripts, the coaching method, and the loyalty offer. The program focuses on the behaviors that produce results and on removing the roadblocks to retention, so the change holds once everyone is back on the floor.
- How do you know it will move our numbers?
- We listen to your goals and design how to reach them. The program draws on several completed implementations in call centres, sales, and customer service, so you get proven techniques rather than a first attempt. We agree on the retention number before design starts.
Interested in This Experience?
See a demo of a participant-driven experience, then we design an experience that solves it.