Customer-Centric Retention Strategy

Sales Maven

Have you ever wondered how a customer-centric retention strategy might help you grow your business, boost your clients' lifetime value, and make it easier for them to stay loyal to you?

In today's episode, Nikki provides practical tactics for increasing client retention and encouraging repeat business.

This episode is inspired by a chat with a client regarding coaching communication, which emphasizes the need for flexible communication.

You’ll hear how Nikki recognized the impact of inflexible communication and how introducing flexibility altered her interactions with clients, resulting in long-term connections.

You'll learn practical tactics for communicating effectively with your clients, making them feel appreciated and understood, and ensuring they continue to perceive the benefits of working with your company.

Nikki explains how to structure recommendations to allow for client flexibility, encouraging clients to test and adapt new tactics, and avoid using general qualifiers that might alienate clients.

Effective client communication can have a significant impact on your organization. If you've been trying to keep clients or raise their lifetime value, this episode is for you.

Let's look at how you can effectively connect with your clients and develop deeper, longer-lasting relationships to help your business grow!

Nikki invites you to join the Sales Maven Society. Take advantage of this opportunity for you and Nikki to work together. Bring your questions, concerns, and sales situations; she provides answers and guidance to boost your confidence. Join the Sales Maven Society here, click Join Today, and then checkout and use coupon code 47trial to get your first month for $47.00!

In This Episode:

[0:41] - Today's episode focuses on a customer-centric retention strategy.

[0:46] - Why is this important? Scaling and growing your business by increasing the lifetime value of your existing client base.

[1:06] - It is harder to reach and attract new prospects in the current market.

[1:20] - Strategies to make it easy for clients to stay with you and techniques to encourage clients to continue buying from you.

[2:22] - Increasing your influence and credibility with your existing clients and not alienating clients or making them feel they aren't a good fit.

[03:30] - This episode came from a conversation with a client about increasing lifetime value. She shared contrasting examples of Nikki's program and another program that she's in.

[5:04] - The other coach is not flexible. It’s either black or white, and the client isn’t sure where she fits in.

[6:14] - Nikki shares her own story of black or white thinking, and how she learned to add flexibility to communication.

[7:02] - Being very direct isn't always the best way to be. Nikki needed to learn to allow for flexibility and allow people to have a different style than her.

[08:44] - Nikki shares a huge light bulb moment she had while studying NLP.

[9:10] - The problem with teaching and communicating in a single style. Not everyone is a visual learner.

[10:03] - Teachers and coaches often teach their own style, which may not suit everyone.

[11:00] - Nikki shares about adding flexibility in behavior to attract long-term clients and maintain expertise.

[12:33] - Quote: "Blessed are the flexible, for they shall not be bent out of shape."

[13:09] - How can we add flexibility in our conversations?

[14:06] - Learn to avoid universal qualifiers in Nikki’s Sales Scripts to Increase Influence Masterclass.

[15:03] - Framing recommendations to allow client flexibility. "What I recommend is... what part of this works for you?"

[16:02] - Encouraging clients to test and adapt new strategies.

[17:00] - Adding flexibility in communication to retain clients.

[18:04] - Allowing clients to find success in their own way strengthens relationships.

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Nikki Rausch

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Resources Mentioned:

Sales Scripts to Increase Influence Masterclass