The Key to Customer LoyaltyLauren Henderson, Accounts Director

Coalmarch Productions

RECIPROCITY

A social rule that says people should repay, in kind, what another person

has provided for them.

RECIPROCITY; noun

This has been ingrained in our culture dating back to second

millennium BC.

IT’S IN OUR PROGRAMMING

Your neighbor watched your dog while you were out of town.

MODERN RECIPROCITY

What does this have to do with your business?

RECIPROCITY WILL HELP YOU RETAIN CUSTOMERS

WHY IS CUSTOMER RETENTION IMPORTANT?

It costs 6-7X more to attract new customers than it does to keep existing customers.

● Increased Customer Value

ADDITIONAL BENEFITS

● Increased Customer Value

● Customer Referrals

ADDITIONAL BENEFITS

● Increased Customer Value

● Customer Referrals

● Positive Online Reviews

ADDITIONAL BENEFITS

● Increased Customer Value

● Customer Referrals

● Positive Online Reviews

● Social Shares

ADDITIONAL BENEFITS

COMPANIES USING RECIPROCITY ARE WINNING

Zappos upgrades all clients to free next-day shipping.

ZAPPOS

Ordered lunch for a hungry customer during their call.

RACKSPACE

So, How Can You Do This?

5 Practical Ways to Add Reciprocity

1. GIVE A GIFT

2. PROVIDE A FREE SERVICE

3. MAKE IT PERSONAL

4. BE HELPFUL

5. GIVE BACK

What is the one thing that you are going to put into action

next week?

START NOW

The Key to Customer LoyaltyLauren Henderson, Accounts Director

Coalmarch Productions

lauren@coalmarch.com

https://www.linkedin.com/in/

laurenhenderson1