Customer Retention

CUSTOMER RETENTION

It means “retaining the customer” to support the business. It is more powerful and effective than customer satisfaction.

For Customer Retention, we need to have both “Customer satisfaction & Customer loyalty”.

The following steps are important for customer retention.

1.     Top management commitment to the customer satisfaction.

2.     Identify and understand the customers what they like and dislike about the organization.

3.     Develop standards of quality service and performance.

4.     Recruit, train and reward good staff.

5.     Always stay in touch with customer.

6.     Work towards continuous improvement of customer service and customer retention.

7.     Reward service accomplishments by the front-line staff.

8.     Customer Retention moves customer satisfaction to the next level by determining what is truly important to the customers.

9.     Customer satisfaction is the connection between customer satisfaction and bottom line.

Employee Involvement

Ø      Employee involvement is one approach to improve quality and productivity.

Ø      It is a means to better meet the organization’s goals for quality and productivity.

SERVICE QUALITY

Customer service is the set of activities an organization uses to win and retain customer’s satisfaction. It can be provided before, during, or after the sale of the product or exist on its own.

Elements of customer service are

Organization

1.                 Identify each market segment.

2.                 Write down the requirements.

3.                 Communicate the requirements.

4.                 Organize processes.

5.                 Organize physical spaces.

Customer Care

6.                 Meet the customer’s expectations.

7.                 Get the customer’s point of view.

8.                 Deliver what is promised.

9.                 Make the customer feel valued.

10.            Respond to all complaints.

11.            Over – respond to the customer.

 12.            Provide a clean and comfortable customer reception area.