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Nurturing and retaining clients
Welcome!
Acknowledgement of Country
Course outline and outcomes
Meet Rebecca (0:31)
Retention Basics
What is retention and why it's important (1:00)
Retention metrics (5:39)
The 20-60-20 rule (3:41)
What the research says (4:36)
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Impacting retention
The role of the instructor (9:27)
The studio experience (8:46)
How customer service impacts retention (3:38)
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Strategies and tools
Keep it simple (0:26)
CRM tools and platforms (0:46)
Top 10 retention touch points (9:41)
Engagement activities
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Well done!
Where to now (0:26)
We'd love your feedback
The role of the instructor
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