search

I WOULD LIKE TO

WB
Win Back Lost Customers
SHARE
Win Back Lost Customers
  • Overview
  • Objectives & Outline
  • Methodology
  • Participant Profile
  • Trainer
  • Overview
    PROGRAMME DETAILS

    DATE

    25 – 26 April 2018

    TIME

    9:00 AM – 5:00 PM

    VENUE

    Asian Banking School
    Over the years, you probably had customers leave you. Many had no choice. It was about the economy — not about you. Many are ready to return if you just ask them. But before reaching out, you need a well thought-out plan to win back these lost customers. And that begins by defining the term ‘win back’. The Direct Marketing Association tells us, “A win-back is a dormant customer who begins to purchase again due to a targeted recovery effort.”

    Are you ready to win back your lost customers?
    LEARNING LEVEL
    Intermediate
    PROGRAMME FEE*

    AICB MEMBER

    MYR

    2,200

    / PAX

    NON-MEMBER

    MYR

    2,700

    / PAX

    *inclusive of GST
  • Objectives & Outline
    LEARNING OBJECTIVES
    By the end of the programme, participants will be able to:
    • Understand why organizations lack a Win-Back system
    • Recognize, measure and track 6 customer groupings
    • Estimate the 2nd lifetime value of lost customers
    • Create a Segmentation Map to decide which customers are worth winning back
    • Recognize the different ways customers say goodbye
    • Prepare a Win-Back strategy to recover lost customers and save at-risk customers
    PROGRAMME OUTLINE
    Win Back Lost Customers: Is this for real?
    • Define ‘lost customers’. Is a win-back possible? Is it worth it?
    • How and why your customers say goodbye

    Aligning the Big 3: Acquisition, Retention and Win-Back
    • Why customer profitability is interdependent on the Big 3
    • Describe the 6 customer groups (Prospect and 1st time customers, Retained and At-risk customers, and Lost and Saved customers)

    Describe Analytical Indicators
    • The over-reliance on economic and financial indicators to direct businesses
    • Describe 9 common Purchasing Indicators
      • New customer analysis
      • Revenue decile analysis
      • Product penetration analysis
      • Recency of purchase analysis
      • Best customer analysis
      • Retention analysis
      • Churn analysis
      • Defection analysis
      • Win-back analysis

    How to save a customer on the verge of defection
    • Understand service breakdown and recovery
    • Use CPR (Comprehend, Pin-point offers, Respond) to beat customer defection
    • To identify At Risk customers, install 7 Tsunami warning signals

    Overview of Win Back Strategies
    • Win-Back Strategy #1: Conduct win-back opportunity analysis
    • Win-Back Strategy # 2: Assess your company’s win-back readiness
    • Win Back Strategy # 3: Prepare and implement your win-back plan
    • Win-Back Strategy # 4: Evaluate your win-back results
  • Methodology

    Participants will work in pairs or small groups to carry out discussion, solve discovery quizzes, role play, reflect and receive expert personalized feedback

  • Participant Profile
    • Sales & Marketing managers in Retail Banking
    • Customer Experience or Engagement manager
    • Business Analytics exponents
    • Call Centre managers
  • Trainer

    Thomas Lai

    QS Plus Consultancy

    Thomas Lai, Principal Consultant of QS Plus Consultancy, has more than 25 years of experience facilitating courses anchored on Customer Engagement, Transactional Analysis, EQ, Process Communication Model®, Lie and Deception and Motivational Interviewing for organizations from 18 different industries from Cambodia, Brunei, Singapore and Malaysia. He has also designed customer engagement surveys, mystery shopping and call audits, and conducted various leadership courses including coaching and mentoring. Formerly a HRD specialist with Globe Silk Store, Thomas has worked with a Singapore consulting firm as their country manager. He was also a training manager with OSK Investment Bank.
    He is a certified EQ and Process Communication Model® trainer with 6 Seconds Network and Taibi Kahler Associates, USA respectively, and has an MBA in TQM. He is trained in Facial Action Coding System and in Motivational Interviewing. In 2016, Thomas received the Advanced Certificate in Training and Assessment (ACTA), awarded by the Institute of Adult Learning, Singapore. He also holds a number of professional qualifications which includes a Certificate in Legal Practice, Certified Credit Professional, Certified Credit Professional – Islamic, Certificate in Life Insurance and Investment Link.

REGISTER NOW
Please complete the following form to register with us. Alternatively, you can email us here or call us at +603 2742 7822 if you have any questions.
PAYMENT PROCESS

1

Please download the Payment Form for our Banking details and if making company sponsored payments

2

Upload your Payment Form/Receipt and submit with your online registration

3

You will receive a confirmation email upon successful registration
I'm Applying For
Programme Details
Select Programme
Please select a time slot.
FULL NAME
(as per NRIC/Passport) *
New NRIC No/Passport No*
Nationality*
Email*
Contact No*
Job Title/ Designation*
Department*
Company Name*
Mailing Address*
City*
Postcode*
Country*
AICB Membership No
(If Applicable)
Special Remarks
(IF APPLICABLE, PLEASE FILL IN YOUR FMAM (PPKM) MEMBERSHIP NUMBER HERE)
Upload Payment Receipt or Form*
*Required fields
Captcha validation failed.
Thank you for your submission. You should receive an automated email shortly at the email address provided if your submission had gone through successfully. If you do not receive the email, please contact us at +603-2742 7822 or email training@asianbankingschool.com
There are currently no upcoming Programme slots.
Please email us here or call us at +603 2742 7822 if you want to check on future slots.

Copyright © Asian Banking School (ABS). All rights reserved.

 CONNECT WITH US

Ooops!
Generic Popup