Retention Marketing

Strategies for Keeping Customers Engaged and Loyal

Sahra Shayan
Ghazaleh Kazemi Dr. Esfidani
 Why Retention Matters

1. Why Do Customers Leave a Company?

2. How can we provoke our ex customers to come to us again?

● Build Long term relationships with customers

● Repeated purchase
● Maximize Lifetime Value
● Loyalty
 Customer Lifecycle

Advocacy
Awareness Evaluation Experience

Consideration Purchase
Loyalty
 Content
Common Pitfalls

Customer View Measurement

Retention
Marketing
Strategies Case-Study

Different Industries
Customer Point of View
 Psychological Approach

● Human instinct tends to trust and do the same instead of variety and
new things
● If you guess the answer is no, then give options
● Human wants to belong
 Strategies of Retention Marketing

● Personalization
● Customer feedback and engagement
● Quality and consistency
● Loyalty programs and incentives
 Strategies of Retention Marketing

● Community Building
● Invest in Customer Relationship Management (CRM)
● Proactive Customer Feedback Management:
● Continuous Optimization
● Cross selling and upselling
 Common Pitfalls in Retention Marketing

● Neglecting customer feedback

● Inconsistent communication
● Over/Under rewarding
● Failing to innovate
Case Study Example: Successful Retention Campaign

Amazon Prime

● Brief overview of the company

● Challenge faced
● Strategy implemented
● Results achieved
 Metrics and Measurement

● Customer Lifetime Value (CLV)

● Repeated Purchase Rate (RPR)
● Retention Rates
● Churn Rates
● Net Promotor Score (MPS)
● Customer Feedback Analysis
● Impact on Revenue
Retention Marketing in Different Industries

● Service vs. Product-based examples

● B2B vs. B2C strategies
● Industry-specific considerations
References
Q&A