Do you want to retain more customers?
A customer retention program is the best way to increase retention, reduce churn and grow revenue.
Research study by Harvard Business Review found that an increase in customer retention by just 5%, can lead to an increase in profit by 25% to 95%.
Additional research by John Fleming and Jim Asplund found that engaged customers generate 1.7 times more revenue than normal customers, while having engaged employees and engaged customers returns a revenue gain of 3.4 times the norm.
These two research studies show that focusing on retention and keeping customers engaged
can add significant revenue to your bottom line.
Learn more: https://www.fmi.com.ph/events/customer-service-management-seminar-2016-october/
Attend the Customer Service Management Seminar on October 12, 2016 at AIM Conference Center, Makati City, PH.
Customer Service Management Seminar 2016
‘How To Delight and Grow Customers’
October 12, 2016, Wednesday
AIM Conference Center, Makati City, PH
Key Seminar Topics
1. Understanding The Customer Journey Process
2. Identifying Internal and External Customers and their Significance
3. Strategies, Approaches, Tips and Techniques on Customer Acquisition and Retention
4. Successful Case Studies That Work in Managing and Delighting Customers
5. Motivating Employees to Do Excellent Service
6. Loyalty and Rewards Program
7. Handling Customer Objections and Concerns
8. Customer Relationship Management (CRM): Nurturing Customer Engagement and Relationships
Who Should Attend
Sales Managers, Customer Service Representatives and Agents, Customer Care Personnel, Business Development Managers, Product Managers, Brand Managers, Marketing Managers, Fund Raisers, Account Managers, Account Officers, Sales Executives, Sales Representatives, Branch Heads, Front Liners and those who are involved in the business of selling products/ services and customer relation management.
The Resource Speaker and Expert
Ricardo ‘Ricky’ de Vera, MBA, CSP, CMP
Certified International Trainor – Singapore and Japan
Lead Facilitator/Coach – ASEAN Center of Excellence
Ricky de Vera is a Certified International Trainor on Salesmanship, Customer Relations Management, Customer Service Management, Leadership and Business Development. He is a Consultant for Retail, Manufacturing, Pharmaceutical, Real Estate, Banking & Finance,
Telecommunications, IT, amongst others. He is the Author of ‘Business Psychology In Work Organizations’, a reference guide to employee-employer interaction. He is a Contributing Writer for major newspapers – Philippine Daily Inquirer, Business World, China Business Magazine, and Entrepreneur Magazine.
Ricky, with his training and expertise in Behavioral Psychology, presents unorthodox, dynamic and behavior-driven approaches to Salesmanship and Customer Service Management.
