The Department of Trade and Industry (DTI) Laguna Provincial Office, through Negosyo Center Pakil, continues to provide SME Roving Academy to help our micro, small and medium enterprises (MSMEs) equip with more knowledge on the operation of their businesses. NC Pakil conducted a webinar on Customer Retention-Key to Your Business last 19 May 2022 via Zoom.

Screen capture of Customer Retention presentation

Customer retention is the ability of the company and/or business to keep its customers. Retaining customers is more than just transactions—it’s about building relationships. They trust businesses with their money in exchange for the value and quality that they will get. In today’s crowded ecommerce arena, where clicks and conversions always seem to be increasing in cost, it’s cheaper to get current customers to make a repeat purchase than it is to find new customers. It is important for MSMEs to be mindful of customer retention because it will help them to understand how loyal and satisfied their customers are, how strong their customer service is, and if there are any red flags that may turn off potential customers.

The webinar was hosted by Negosyo Center Business Counselor Andrea Mae I. Macuha of Negosyo Center Pakil. It commenced with an opening prayer led by the business counselor, followed by the opening remarks of Business Development Division Chief Maria Clara B. Conopio. After that, Ms. Macuha commenced the brief introduction of the speaker.

Crowd shot of the participants of webinar (1/2)

Mr. Mark Vincent M. Arasa, Senior Negosyo Center Business Counselor, started his discussion by defining customer retention and how it fits into business, then proceeded by discussing how to retain customers. He also explained the 22 excellent customer retention strategies with examples of each. Mr. Arasa closes his lecture by stating the must-have traits of business: empathy, professionalism, and love.

Crowd shot of the participants of webinar (2/2)

A total of 39 participants from Pakil and nearby municipalities attended. The webinar received positive comments from the participants, who expressed their satisfaction with the learning activity and said that they are pleased to attend the future free webinars offered by DTI Laguna.

Date of Release: 11 July 2022