Know-How Exchange : Customer Behavior

Check out www.crmguru.com. They have a ton of info on the subject!

Good Luck!

Hello,

Retention Plan:

1. Identify the inactive customers and why they are reducing their purchases.

2. Develop phone and mail campaign to identify the reasons.

3. Resolve faults and problems with customers. The damage is not cause by the fault but by the bad resolution of it.

4. Know your customers, their changes of habits and apparition of new lives conditions. Carry out frequent communications.

5. Develop customer relations, and link them emotionally and long-term. When the sale is carried out we forget the customer. Develop loyalty programs (frequent travelers).

6. Motivate your customers to refer their friends. The customers want to help but we must help them to do it..

7. Train the people on the customer importance, specially if they are log-term customers. Develop their emotional intelligence, creativity, and focus strategy.

8. What is doing the competence to take ours customers? What aren't we doing to avoid that? We need to put some gently and benefit customer outset barriers.

Bye,

Juan Carlos

Hi

two places to have a look:

- have a look at https://www.loyaltyrules.com - Frederick Reichheld's thinking will help. For example, his model identified six factors that influence a customer's life-time value -
Cost of customer acquisition
Base profit
Increased profit from additional sales
Reduced operating costs of a loyal customer base
Profits from loyal customer referrals
Price premiums charged to loyal customers who are less price sensitive

- or find a copy of his book Loyalty Rules - it's full of clear loyalty principles, examples, and checklists.


and secondly, try
Tim Kitchen's paper at beyond branding, on "Delivering values in the relationship age."... all about what your customers are thinking and how to best respond to them. < https://www.beyond-branding.com/blog/On%20being%20Human.%20Values%20Deliver... >

hth

Will Rowan