Client Management Strategies for Retention _ Growth

Course outlines:

Module One:

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

Module Two:

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
• Behavioral Economics: Why they do the things they do

Module Three:

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

Module Four:
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
• E-Relationships: How to Engage and Dialogue with Clients Online

Module Five:

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
• Proposition Building Recap
• “My first steps will be…”