As December rolls in and 2017 shows up, it’s like ‘Groundhog Day*’ for organisations to take a look at their customer loyalty and retention strategies and plan for their next 90,120 or 365 days.
One of the most practical methodologies used (and has been for many years) to assess the current situation of your customer retention and loyalty strategies is the common SWOT method.
It still works.
1 Leverage the internal strengths you have
2 Overcome or remove the internal weaknesses that are apparent
3 Identify the external opportunities to capitalise on and
4 Be brutally realistic about the external threats whether real or impending
We have developed a simpler methodology.
It takes a fresh approach to planning your customer loyalty and retention strategies.
It’s our H2O method.
Once you have set your SMART customer retention and loyalty objectives, ask these two questions:
Q1: What’s Helping you achieve these objectives?
• Prove why it’s helping.
• Then capture the actions you can take to leverage these.
• Who is responsible and by when
Q2: What’s Hindering you achieve these objectives.
• Prove why it’s hindering.
• Then capture the actions you can take to reduce or stop these.
• Who is responsible and by when.
I have used our H2O method many times when facilitating the planning of customer loyalty and retention strategies and it delivers a plan with clarity, action and accountability.
If you would like a copy of the H2O method, please email me adam@thepointofloyalty.com.au and I will send you the framework.
Plan for a happy customer loyalty and retention day, month and year!
