A Comprehensive Strategy to Retain Existing Customers
See through the pain · Pinpoint vital behaviors · Build solutions that retain and raise perceived value
A hands-on training and advisory program that helps businesses unpack why customers leave, master the 6-sources-of-influence matrix to pinpoint vital behaviors at key touchpoints, and thereby optimize policies for existing customers and break through on retention.
A Comprehensive Strategy to Retain Existing Customers
Are your business and management team facing these nagging problems?
Nếu doanh nghiệp đang mắc kẹt ở một trong những điểm dưới đây, đã đến lúc thay đổi cách tư duy.
Churn rising but reasons unclear
Churn climbs but the business is vague about the real reasons.
Broken touchpoints in operations
Missing the golden moments to raise customer satisfaction at key touchpoints.
Fragmented care & communication
Care and communication campaigns are fragmented, one-way and lack guiding, educational value.
Retention–upsell imbalance
Too little strategic investment in balancing retention and upsell to grow profit.
Solution overview
Build a synchronized strategy from the inside out
- High retention doesn't come from a single discount policy — the program scientifically decodes the internal operating system (People, Process, Tools, Brand promise) and customer interactions.
- The team brings the real state of the business into the training room to hand-craft a 6-sources-of-influence solution and set vital behaviors that eliminate the causes of churn.
- Equip professional customer-care skills: non-verbal communication, empathetic listening, complaint handling — turning complaints into opportunities to build loyalty.
Highlights
Diagnose causes with Focus Group data
Eliminate gut-feel guessing: qualitative surveys and objective reports from three groups — customers who left, customers who stayed and the frontline operating team.
Master the 6 sources of influence model
Unpack why customers leave, master the 6-sources-of-influence matrix and integrate three force levels (Individual, Team, Organization) to raise satisfaction (CSAT/NPS) through vital behaviors at key touchpoints, driving repeat purchases and long-term loyalty.
Package a full-year policy & communication system
Tailor scripts and a needs-driven communication plan, proactively and systematically listen to periodic feedback, and design a strategy to retain existing customers and grow customer lifetime value (loyalty programs, clubs, events, gifts...) plus a care strategy to mine referrals.
Build a 5-star Customer Service team
Equip subconscious rapport skills, master the OLAST method and the art of empathy to raise NPS.
Learn moreWho it's for
Boards & business ownerswanting to align the brand promise, control churn and restructure the policy system for existing customers.
Heads of Sales, Marketing, Operations & CSdirectly responsible for touchpoint experience, upsell optimization and building the full-year communication plan.
Project managers & middle leadersneeding a scientific process for periodic evaluation, CRM data management and upgrading frontline staff's customer-care capability.
A hands-on, accompanied roadmap
A comprehensive rollout, tightly combining Workshops (WS) and Group Coaching.
- 1
Stage 1 — Survey & Workshop to lock causes and solutions (2 days)
- 3 Focus Group surveys (left, stayed, employees)
- Analyze the top 3–5 causes of churn, define vital behaviors and train the 6-sources-of-influence model.
- 2
Stage 2 — Creative workshop to draft policies (2 days)
Brainstorm a draft pricing strategy, existing-customer policies, relationship-building (gifts, events, clubs) and an upsell product strategy.
- 3
Stage 3 — Workshop for a full-year communication plan (2 days)
- Standardize templates and set up a mechanism to proactively listen to feedback
- Draft a detailed communication plan: channels, vital-behavior content, schedule and frequency.
- 4
Stage 4 — Professional Customer Care · 5-star Service (2 days)
- 5-star service & the art of rapport
- Empathetic listening & complaint handling (OLAST)
- Understand customer needs
- NPS surveys & collecting testimonials.
5Stage 5 — Group Coaching to accompany real-world application
A series of 5 in-depth Group Coaching sessions: review policy execution, finalize the pricing/product strategy, and analyze and adjust the communication plan for optimization.
Goals & expected outcomes
Deliverables
- 01 diagnostic report accurately identifying the top 3–5 causes of service churn, with a list of vital behaviors to perform at the critical moment.
- 01 complete draft of the existing-customer strategy & policy (optimal pricing strategy, club policy, gifts and upsell products).
- 01 detailed full-year communication and engagement plan; standardized templates and a proactive customer-feedback process.
- A standard script set for handling complaint situations.
Capabilities
- Executives and managers master the scientific 6-sources-of-influence thinking toolkit to change organizational habits and sustainably raise retention.
- A methodological framework to develop coordinated policies that lift NPS & CSAT.
- Build a sincere, thoughtful service culture that turns customers into brand ambassadors.
- Excellent service recovery · Retain up to 84% of customers after an incident.
Master a premium experience-management and customer-retention solution suite
Optimize your organization's loyalty today with a hands-on toolkit and program.