Customer retention

Question 1

what are the 7 customer retention strategies/tactics

Answer 1

1) Maintain a customer perspective
2) Remember customers between encounters
3) Build trusted partnerships
4) Monitor the service delivery process
5) Install and train customers appropriately
6) be available when problems occur
7) Provide discretionary effort

Question 2

What are the 5 customer retention programs

Answer 2

1) Frequency marketing
2) Relationship marketing
3) After-marketing
4) Service guarantees
5) defection management

Question 3

What are the 3 levels of customer retention?

Answer 3

Financial (Frequent fliers)
Social (Relationships)
Structural (companies operation becomes reliant upon another)

Question 4

What are the types of customer defection?

Answer 4

Price – wanting a lower price service
Product
Service – poor customer service
Market – relocation or business failure
Technological – switch to products outside the industry
Organisational – results from political considerations