The Customer Retention tool allows you to keep track of the types of clients who are booking as well as the service providers who are being booked, further helping you to identify the best strategies when it comes to increasing your client base.
There are four types of Customer Retention Badges: Return Request, Return Non Request, New Request, and New Non Request.
You can view a customer retention badge on the calendar screen after the appointment type is selected when a service is booked. Here's an example of how this displays on the Calendar.
What Each Customer Retention Badge Means
RR= Return Request- This tracks returning clients who are requesting a specific service provider.
RNR= Return Non Request- This tracks returning clients who are not requesting a specific service provider.
NR= New Request- This tracks new clients who are requesting a specific service provider.
NNR= New Non Request- This tracks new clients who are not requesting a specific service provider.
How to Track Customer Retention
1. Click Settings at the top of the screen.
2. Click Calendar Configuration.
3. Toggle the Track Customer Retention switch. Then click on the drop-down menu below to select if you would like the customer retention badge to display on the appointments of new customers only or all customers.
4. Click Save.
5. Once you turn on the Track Customer Retention option, you will be able to assign the Appointment Type to a customer from the Calendar page and the Checkout screen. The latter is more applicable if the service was booked online by the client.
Once you get to the Checkout screen, click the drop-down that corresponds to the customer on the right side of the page under App Type. Then make the selection.