MAR 2305 – 9
June 1, 2014
Customer Retention Strategies Assume you are doing a classroom presentation on customer retention strategies. Reread your responses to the What Do You Think? questions that you completed throughout this chapter.
1.What are some service attitudes and practices that promote retaining customers? Customer retention refer to a strategy with the purpose of doing whatever it takes to keep a company’s current customers on a long term basis (Gibson, 2012). Retaining customers is enabled by excellent customer service that produces many positive benefits for the organization. Retaining customers through effective customer service enables easier growth, indirectly and directly. When the customers are happy and satisfied then the staff is happy as well (2009).
You can improve the customer stimulation by offering discounts, promotions and having active sales efforts will keep a relationship with your customer and attract them to buy more of the products or service you sell. Upon the organization, you can keenly monitor the customers for signs of attrition such as a decrease/increase in calls. If you develop a precise campaign strategy then you will prevent high risk customers and you will be able to retain in more swiftly manner. When you can improve the precision and clarity of your billing process, you can go a long way toward minimizing customer worry. Increasing the power of the service organization and the sales team to address customer complaints promptly and offer retention-oriented promotions are other ways to appease dissatisfied customers. When doing this, you are addressing the key sources of customer dissatisfaction (2011).
2.What service issues must be carefully addressed by the CSRs to retain customers over a long period of time? An angry, dissatisfied customer. When dealing with these customers, listen to what they have to say while they explain their
References: Customer Service. (2009). Retrieved June 1, 2014, from www.businessballs.com: http://www.businessballs.com Gibson, P. (2012). Customer Retention. In P. Gibson, World of Customer Service (p. 118). Mason, OH: Cengage Learning. Thorton, V. (2011, December 14). Three Keys to Attracting and Retaining Customers or Clients. Retrieved June 1, 2014, from www.evanmichael.com: http://www.evanmichael.com