For more than 15 years, we have been identifying factors that impact customer retention, attrition and loyalty. In 2016, we produced our first top 10 list of those factors. This session will cover the revised 2019 factors and what they mean to operators post pandemic and how they can grow revenue and differentiate their operation without the need to increase sales.
- By the end of this session, attendees will be able to list the three most impactful retention activities they can apply to their business.
- By the end of this session, attendees will be able to describe the difference between measuring Retention, Attrition and Exercise adherence and how they can use these metrics to inform business decisions.
- By the end of this session, attendees will be able to identify how to use retention as a differentiator in a competitive market.
Dr. Paul Bedford, Owner of the Retention Guru, Ltd.