You’ve won your customer, now you want to retain them
“ If a 2% increase in customer retention has the same effect on profits as cutting costs by 10% shouldn't you be enhancing your relationship with existing customers?”
www.gartner.com
‘How do we retain our customers once the contract has been won?’
How much it costs to acquire a new customer and what their potential value could be are important questions for any organisation.
Happy customers are more likely to be loyal customers. So ensuring your customers are satisfied with the service they have received, and that any issues are addressed promptly and courteously, is a great way to encourage customer retention.
Complaint handling often attracts negative connotations, as it is about placating people and minimising a negative.
Customer relationship building on the other hand is a much more constructive approach. More concerned with fostering an ongoing positive relationship, between you and your customers, by building on the value they already hold for your company and developing it further.
Introducing a customer loyalty and incentive scheme is a great way to show your customers that you value their support and are interested in creating and maintaining your relationship, and is the perfect accompaniment to your service recovery programme.
Also See...
Happy customers are more likely to be loyal customers
Constructive approach to minimising complaints
Builds on perceived corporate values
Perfect accompaniment to your customer incentive programme
© 2012 Cottrills The Picturedrome, Chestergate, Macclesfield, Cheshire. SK11 6DU
Tel: 0844 826 2008 Fax: 01625 611724 rewardme@cottrills.com
Long Service Awards, Loyalty, Motivation, Incentives and Reward & Recognition Schemes for Staff, Customers and Channel Partners. 