Thursday 24th May, 2012
9:30am to 4:00pm
In this practical workshop, you will learn about the principles of customer retention from best practice operator case studies, and discover a proven framework to prevent and manage churn, and achieve long-term profitable customer loyalty.
This hands-on, interactive masterclass will cover:
Scrutinising the retention cycle: Starting before acquisition and ending after churn.
- It never ends: Examining closed-loop retention management
The OEN framework: Establishing the mechanisms of operational, emotional and network-based customer engagement as a tool for consistent management of the retention cycle
Loyalty programmes: Do they work? Understanding what to expect and how to get the most out of them
Understanding the social dimension: Social CRM, social communication and service channels, and social business models from a retention and loyalty perspective
Senior Executive & Management Consultant
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