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Transcript

Retaining customers and employees

Chloé Cossoul - Pauline Guillard

Team

Chloé Cossoul

Pauline Guillard

Summary

Retaning customers

Retaining employees

Introduction

Conclusion

Introduction

  • How retaning customers and employees, which way ?
  • Podcast from Devialet's Company : 3 steps used by Devialet for retaining customers
  • Google Article : How Google motivates and retains its employees ?
  • Conclusion

"Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves."

- Steve Jobs

Retaining customers

01

  • Coupon code
  • Good relational skills
  • Special attention (Gift)
  • A developed after-sales service
  • Create and develop a relationship with the client from the beginning to the end of the relation

3 steps used by the company Devialet for retaining :

  • Pre-sale
  • Purchase phase
  • After the sale

How retaining customers ?

Source

Retaining employees

02

  • Life quality (restaurant ticket, teleworking...)
  • Communicate freely with your hierarchy
  • Internal communication (newsletter, Team bulding)

How retaining employees ?

Source

GOOGLE Campus

- The structuring and clarity of each person's role
- The meaning of one's work and its impact on others
- Always recruit smarter than you are

- Psychological safety and creativity
- The sharing of skills and the freedom to innovate

How Google motivates and retains its employees ?

Conclusion

A good relationship with employees and customers leads to a high level of loyalty on both sides. Employees are the ones who speak best about their company, it is important to keep them as loyal as the customers.

12 peoples

20% // 80%

Unhappy customer talks to 12 people about his experience

65%

12x

Negative experiences account for 65% of lost customers

Winning back a angry customer costs 12 times more.

20% of your customers make 80% of your sales

Thanks!

Chloé Cossoul - Pauline Guillard