Download - How to Retain and Gain Customers
////////////////////////Annual Update
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Good News, Everyone
AO grew from a
£1 bet to a £600M
business by
expanding
capabilities,
product range and
sales territory 7)
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1,450ANNUAL PRODUCTION
OF MADE UP STATS
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● Lego Architecture
● Lego Friends
● Lego Fusion
● The Lego Movie
ADDITIONAL STATS
Sources of information:
1) Econsultancy
2) Marketing Metrics
3) Harvard Business Review
4) Sky / FreeSat
5) Bain & Company
6) Forrester
7) AO annual reports
8) Lego annual reports
9) McKinsey
10)Jack Welch on LinkedIn
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How to Use 6 Strategies
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HOW TO RETAIN AND GAIN CUSTOMERS
82%
Acquisition Retention Both
45% 40%
15%
Marketing funds
are directed more
to acquiring rather
than retaining
customers 1)
8 out of 10
marketing
professionals
state that it is
cheaper to retain
an existing
customer than
gain a new one 1)
//////////////////////////// 3 WINNING RETENTION STRATEGIES
RetainRegain Revalue
Follow the lead of these 3 great companies
3 WINNING ACQUISITION STRATEGIES ////////////////////////////
As used by these leading businesses
£0
£100
£200
£300
£400
£500
£600
FY 2014 FY 2015 FY 2016
AO Group Revenue (£M)
Regain
4X
£600M
Evolve
Revalue
Lapsed customers
are 4x more likely to
buy from you than
new prospects 2)
BONUS Won back clients may have the
highest CLV of all your customers 3)
35% 35% of Amazon
revenues come from
up and cross selling
Double Down Combine “retain” with
“revalue” Ecommerce orders are 2x as
big from existing vs new customers 6)
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Retain
130K////////
By reducing churn
rates from 10.9% to
9.8% SKY held on to
an additional
130,000 customers
in 2015 generating
ca. £62m extra
revenue 4)
It costs 6 to 7 times more to acquire a
new customer than to retain an
existing customer 5)
Expand
2X
Lego doubled its
turnover and nearly
trebled its profits
between 2010 and 2015
TIP: Evolve whilst staying close to your
core. Legoland theme parks were a step
too far 8)
Exclude
1 + 1=>2
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WARNING!: M&As have a 65-75%
failure rate 9). Follow Jack Welch’s 6 tips
for success 10)
The magic formula
for mergers and
acquisitions.
Exclude the
competition by
buying your rivals
and their customer
base
www.chrisdunnconsulting.co.uk
volveExpand ExcludeE
Chris Dunn Consulting Services Limited
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