ProTrainings Loyalty Strategy

Target Audience:

ProTrainings was built for busy healthcare professionals who need CPR certification for their job. We make it quick and easy for them to get high quality training and certification that exceeds their expectations.

Articulate your Brand Narrative:
As a healthcare professional, you want CPR and OSHA training that far exceeds your expectations... without wasting the day in a classroom. Our engaging training experience will make you feel like you're sitting in the front row as Roy Shaw, a licensed paramedic and our lead trainer, leads you through the online course. And we are always available to chat, whether it's a technical problem or you need someone to explain our compliance to your boss, we are there to make sure things go smoothly.

Customer Loyalty Strategy:
We provide CPR and OSHA training that far exceeds our customer's expectations in every way, from the quality of the training to the time savings compared to the traditional classroom. We know there are safer options available, but customers choose us because they believe in a better way to get certified and a company that cares deeply about the training experience. This experience extends to every customer service interaction with the company, with support reps who are committed to solving problems and going beyond expectations.

5 Step Action Plan:
1. Continually iterate on our training experience to make it the best.
2. Conduct Net Promoter Score and 1-week post-purchase followup surveys. Implement plan to follow up with select customers and make product changes to improve the user experience.
3. Develop additional touch points to help customers who are stuck in the process and further encourage sharing and engagement with the company and co-workers/friends.
4. Construct a framework that empowers support reps to create a ""wow"" experience for customers.
5. Seek out value-add partners to offer CEUs and other related products & services that save time for our customers.

Competitive Advantage:
We offer our return customers a discount on all future training and reward them with prizes for telling their friends and co-workers. Everyone who signs up for our programs is also able to opt-in to a weekly mailer to receive video training updates to keep their skills fresh year-round, as well as a convenient expiration reminder email when it's time to come back and re-certify. But above all, we are available by phone, live chat, or email to solve problems, provide refunds, guide our customers through the process, and do whatever it takes to create an experience that leaves our customers feeling convinced they made the right choice.

Success Metric:
Increase word of mouth so 1 in 2 people are referred by a friend/co-worker (up from 1 in 3 currently).


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