Seven Customer Retention Strategies that work - Busiiness English Lesson plan

It has been said that returning customers are the lifeblood of a business. But how can a small business do this?  Large companies can buy CRM software (Customer Retention Management) but small companies may not have the time to imput all the data, and then to carry out the complicated tasks that  it recommends.  Well, here is a blog post that is a bit long, but it is worth reading and implementing at least a few of these strategies. 

http://blog.clientheartbeat.com/customer-retention-programs/

Key Terms
retain
reduce churn
serious stat
engaged customers 
Proactive service
anticipatory
exceeding customer expectations
under-delivered
 ‘at risk’ customers


Questions
What type of company can use these strategies? 
Which ones have you used in the past? 
Which one can help you and your company in the future?  
How can you or your company impliment a new program? 
How can the different departments learn how to work together? 
What type of experience do you have with customer surveys? 
Do customers really tell the truth while filling out surveys? 
How many of your customers are repeat customers? 
How many are first time customers? 
How do you suggest to retain more customers? 




Lesson Plan by Rachael Alice Orbach - Professional English Teacher