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IncreasingRepeat Client
RetentionMillennium Systems International
Hello!Meet Ruth Gonzalez.Ruth Gonzalez has a background in International Business and first-hand experience as Inventory Manager at a salon and medspa. As a Learning Specialist, Ruth helps clients make the most of their software to grow their business, and furthers the education of internal employees. She also assists our Spanish speaking clients.
GoToWebinar Overview• Have questions? Enter them into the
“Questions” box on the right-hand side of your screen.
• All attendees are placed on “listen only” mode.
• Please take some time to fill out the brief survey that will be sent to you via e-mail following today’s presentation.
What is retention? What does it mean to you? Send your responses via question box.
Customer Retention: The activity a company undertakes to prevent customers from defecting to alternative companies (competitors).
Repeat Client Retention: A measure of how well you are at retaining your clients.
The Six Growth Indicators (KPIs)
New Clients New Client Retention
Repeat Client
RetentionAverage Ticket
Frequency of Visit Productivity
Did you know? Repeat customers spend 33% more than new ones.
On average, it is 7X more expensive to acquire a new customer than to retain an exisitng one.
Step One Run the RIGHT Reports
Step One The MA200: Growth Indicators Analysis
Step One The MA040: Client Retention Summary
Step One The MA045: Client Retention Detail
Step One The MA205: Client Retention by
Department
Step TwoMake Changes for the Future
• What makes you stand out? • Companies that prioritize the customer experience
generate 60% higher profits than their competitors.• Utilize your software features!
Tip One Create a Distinct Experience
Tip One Create a Distinct Experience
Your clients should receive the same attention that was given to them on
their first visit.
Think: DISNEY WORLD
Tip OneCreate a Distinct Experience
• Make this automated inside of your software. • Utilize MillennimGO for pre-booking at the
chair.• Reward ($$$) your clients. • This is a group effort!
Tip Two Focus on Pre-Booking
Tip Two Focus on Pre-Booking
“Michelle, your hair looks amazing! Chelsea has recommended you return in 6 weeks, which brings us to the first
week of January. Did you prefer the same time or earlier? Remember you
earn 1000 points with your loyalty program!”
Tip TwoFocus on Pre-Booking
Tip TwoFocus on Pre-Booking
Tip ThreeUtilize Segmented Marketing
• Create content that's specific to each demographic at your business.
• Cater to your clients' needs/wants. • Get comfortable with the Client Selection feature. • Automated Marketing?
Tip ThreeUtilize Segmented Marketing
Tip ThreeUtilize Segmented Marketing
∙ Happy Birthday emails∙ Post-appointment (follow up) ∙ “We Miss You” ∙ Client referral thank you ∙ New product launches ∙ Gift cards about to expire∙ Memberships about to expire∙ & so much more…
Tip ThreeUtilize Segmented Marketing
Tip FourSell Pre-paid (Series/Packages/Memberships)
• What is the difference between a series/package/membership?
• Less likely to leave after the purchase of pre-paid.• Offer larger loyalty promotions for members. • Book standing after purchase.• Custom packages/series?
Tip FourSell Pre-paid (Series/Packages/Memberships)
• As clients begin to try new services and service providers, they will become brand ambassadors for your business.
• As you become their business of choice for all beauty/wellness needs, they are less likely to leave.
• They will become more likely to refer new clients.
Tip FiveReward Your Loyal Clients
• Get them excited to earn points! • Market your loyalty programs to all of your
clients. • Double points for members? • Helps with all 6 growth indicators
Tip FiveReward Your Loyal Clients
Lets create an action plan. What is your next step?
Milestone Actions Target Date
Discuss the Growth Indicators with Staff
Show them the growth indicators, what they do, and how they play a part.
Research Where You Currently Stand
Run the MA200 for the business and each
service provider. Take a look at your new client
retention.Set a Goal Set a SMART goal and
place inside of your software.
Follow-Through Check in periodically to see where your team
stands with goals.
Empower Your Team!
Any Questions? For questions about today’s presentation: education@millenniumsi.com
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