Drivers for Customer Retention -past, future and present

A representative of my telephone provider telephoned and offered me what was indeed an incentive to continue using her company�s services, but which she phrased as a reward for my loyalty.
She asked if I would be renewing my broadband contract for another 12 months. That question confirmed that what she was NOT in fact offering was not an incentive to encourage me not to switch to another broadband provider, and so continue using the services of her company. So had failed to recognise the significant difference between approaches taken to address customer loyalty and customer retention. In the former, rewards are provided for previous good behaviour. The latter, however, provides incentives for your customers to choose to do business with your company in the immediate future.
Rewards, therefore, are not based on what you will do in future, they are a consequence of what you did in the past. Incentives, on the other hand, are based on you continuing to maintain a client relationship with an organisation supplying you with goods and/or services.
If your organisation consider customer service to be a key part of your business success, then your marketing strategy should be consistent with this, not contrary to. To help you along your journey, here are THREE key points marketing departments and companies should remember when developing the telephone script for the marketing campaign:
1. Providing incentives to loyal customers is an effective way of encouraging them to use your services in the future. Incentives for customer retention should be in addition to, not in place of or a replacement for rewarding customer loyalty. Indeed, in some circumstances, incentives can be provided instead of a reward for loyalty.
2. If convinced you provide a high quality of service to customers and would score high in customer service surveys, you can feel confident that not providing a reward for customer loyalty would not dissuade your customers from accepting an incentive for continuing to do business with your organisation.
3. Find out what are your customers present needs and what you can do to improve customer satisfaction. Customer services surveys provide invaluable information on what else can be done to improve the customer experience and exceed customer expectations.
By rewarding the past, providing incentives for the future and addressing present views and needs, businesses are well on their way to ensuring not only high levels of customer satisfaction, but even greater levels of customer retention and increasing frequency of customer referrals.

A representative of my telephone set provider telephoned and offered me what was indeed an incentive to continue using her company�s services, but which she phrased as a wages for my loyalty.
She asked if I would be renewing my broadband press for another 12 months. That question confirmed that what she was NOT in fact offering was not an bonus to encourage me not to switch to another broadband provider, and so continue using the services of her company. So had failed to recognise the meaning(a) difference 'tween approaches taken to address customer loyalty and customer retention. In the former, rewards are provided for previous good behaviour. The latter, however, provides incentives for your customers to opt to do business with your accompany in the quick future.
Rewards, therefore, are not based on what you will do in future, they are a aftermath of what you did in the past. Incentives, on the other hand, are based on you continuing to maintain a node relationship with an organisation supply you with goods and/or services.
If your organisation see client overhaul to be a key part of your clientele success, then your merchandising strategy should be logical with this, not wayward to. To help you along your journey, here are THREE key points merchandising departments and companies should remember when developing the telephone hand for the marketing campaign:
1. Providing incentives to loyal customers is an effective way of encouraging them to use your services in the future. Incentives for customer retention should be in addition to, not in place of or a renewal for rewarding customer loyalty. Indeed, in some circumstances, incentives can be provided instead of a reinforcement for loyalty.
2. If convinced you bring home the bacon a high quality of help to customers and would score high in customer service surveys, you can feel confident that not providing a reinforce for customer dedication would not dissuade your customers from accepting an incentive for continuing to do business with your organisation.
3. Find out what are your customers present needs and what you can do to improve client satisfaction. Client services surveys provide invaluable information on what else can be done to improve the customer experience and exceed customer expectations.
By rewarding the past, providing incentives for the future and addressing present views and needs, businesses are well on their way to ensuring not only high levels of customer satisfaction, but even greater levels of client retention and increasing frequency of customer referrals.

.

Article Source: http://www.mycontentbuilder.com

About the Author (text)

Please Rate this Article

5 out of 54 out of 53 out of 52 out of 51 out of 5  

Not yet Rated