Course Description

INTRODUCTION

This Client Management Strategies for Retention & Growth training course, the customer centricity has always been a desirable characteristic in Business. Still, in an age where switching is friction-free, and all customer experiences are instantaneously shared around the world, it has now become a "Mission-Critical" necessity.

Objectives

By the end of this training course, the participants will be able to:

Understand, create and communicate a compelling "Whole-Business” argument for the crucial importance of client retention

Learn correct segmentation techniques to provide tailored offers and services to delight Clients and foster loyalty

Learn to apply proven tools and techniques to control, monitor and constantly improve your offerings

Learn to develop a "Common voice” (across all platforms) to encourage and foster dialogue

Understand the Client’s personality and psychological drivers and how to create lasting

Value

The benefit of this course

A clear insight as to the tools to be used to engage with clients and a corporate "voice” which builds corporate identity in the marketplace

Staff who understand the importance and value of reviewing the client base

An increased commitment to innovation and continual improvement

Place yourself at the centre of your organisation’s growth strategy

Gain valuable insights into the new Marketing, mainly social and web tools

Gain insights into yourself and colleagues and develop your critical thinking skills

Course Outline

DAY 1

The Business Case for Client Retention: "Friends come and go, but enemies accumulate”

The Economic Case for Client Loyalty

The Business Reputation Case for Client Loyalty

Inside the Mind of the Client – What is loyalty?

Inside the Mind of the Client – How to harness the power of "Status Quo”

Quality and Value – What they really are and how to create them

DAY 2

Understanding the Client: Know him/her better than he/she knows himself/herself

Market Segmentation Strategies

Account Development Strategies

Client Personas

Client Personalities

Creating Bespoke: Compelling Propositions

Behavioural Economics: Why they do the things they do

DAY 3

The Psychology of Influence: How to develop an authoritative "voice”?

Reciprocity, Commitment and Consistency

Establishing Credibility – Becoming a Trustworthy Expert

Using Social Proof and Liking

Building Authority and Why it matters

Commanding Attention

Rapport: The glue that binds us together

DAY 4

Communicating your Value: How to get the message out?

Understanding Human Communications

Barriers to Communication

The Power of Emotion, Metaphors, Feelings and Stories

How to be Compelling

Matching the Message to the Medium

Developing a Coherent Social Media Strategy for Client Retention

eRelationships: How to Engage and Dialogue with Clients Online

DAY 5

Continual Improvement and Action Planning: Do it right today and even better tomorrow

Developing Compelling Propositions

The Tools and Methods of Continuous Improvement

When it All Goes Wrong – Tools for Problem-solving

Being Creative and Innovating

Developing the Plan

Segmentation Recap