Customer Retention Strategies that Work (Manta.com)

Crowds with CashAlternative Financing is a Mixed Moneybag

of Opportunity for Small Business

Hello!

Welcome to Manta’s Small Business Expert

Series

Thanks for joining us today.

We’ll get started right at 2 p.m. EDT

#mantaexperts Sponsored by

Customer Retention Strategies that Work:

Keep your best customers coming back

#mantaexperts Sponsored by

CEOWelcome

John Swanciger

@carie_fergHelp Q&A

Resource list

How It

Works

@Manta

The Story

Question: How

much more

profitable is a

loyal customer to

you than a newly

acquired

customer?

50%-100% more profitable

Less than 50% more profitable

Three

times or

more

profitable

Less than

50% more

profitable

*Manta survey

• Meet the expert: Ron Cates

• Why retention is critical to your business

• How customer engagement has evolved

• How to reward loyal customers and drive

referrals

• Retention has gone digital: the online tools you

should be using!

• What you want to talk about: Q&A with Ron

Let’s Talk About

Meet Ron Cates

Click on the speaker widget to learn

more about Ron.

@roncates

Why Customer Retention Is Critical

67%

36x

more spent by repeat

customers (vs. new ones)

How much more valuable are

referrals than a cold call?

Engagement

90%Current

customers

10%New

business

Engagement

90%Current

customers

Word of mouth9%

New prospects

1%

Engagement Is the New Word of Mouth

The

conversation

is now

happening

online.

Engagement: Social Media

Quality vs. quantity

Maximum: 10 X per week

Minimum: 3 X per week

Low volume/high value

Engagement: Facebook

Engagement: Facebook Best Practices

Once you’ve

earned it, 20%

of your content

can be direct

CTAs for your

business.

Quantity is key

Maximum: none

Minimum: 5 X per day

High volume/low value

Engagement: Twitter

Reward Customers: Local Deal

• Reward current

customers

• Grow your reach

• Attract new

customers

• Generate revenue

Why use one?

Reward Customers: Facebook Promotion

Why use one?

• Drive visibility AND

business results

• Use Facebook as a

piece of your overall

campaign

• Build your email list

• Meet your

customers where

they are

• Build up your

fan base

Reward Customers: Facebook Promotion

1

2

Online Tools: Expand Your List

Use tools

to expand

your list.

LinkedIn Twitter PinterestInstagramFacebook

Online Tools: Expand Your List

Online Tools: Forward & Share

Make it easy

to forward

& share!

Customer satisfaction

Customer experience

Profiling

4-12 X annually

Online Tools: Online Survey

Online Tools: Online Survey

Web traffic

Useful information

Perception of ownership

Use for PR value

Online Tools: Events

Intro to your business

Shows your expertise

Promote via email & social

Free or paid

Open the resource list to get more information about our upcoming and on-demand

webinars. Don’t miss “Content Marketing: How to Engage Customers and Build Your

Small Business” on Dec. 17 at 2 p.m. EST. It’s linked in the resource list!

Ask the Expert: Ron Cates

Visit community.manta.com/ to Ask the Expert

Sponsored by

Manta believes in empowering small businesses to achieve

success. We’re inspired by your determination and energy. And

we understand that every company is unique.

We strive to provide the marketing tools and educational

resources you need to stand out, connect with your customers

and your peers, and grow your business.

Send us a note and let us know what you’d like to learn from

upcoming webinars like this one.events@manta.com