Keeping Customers for Life

  • Select the right customers through market research.
  • Know your purpose for being in business.
  • Move customers from satisfaction to loyalty by focusing on retention and loyalty schemes.
  • Develop reward programs.
  • Customize your products and services.
  • Train and empower your employees in excellent customer service.
  • Respond to customers’ needs with speed and efficiency.
  • Measure what’s important to the customer – always add value.
  • Know exactly what customers want in their relationship with you.
  • Know why customers leave your enterprise by producing customer exit surveys.
  • Conduct a failure analysis on your enterprise.
  • Know your retention improvement measures – have a strategy in place.
  • Use market value pricing concepts.
  • Do what works all over again.

Remember:

96 percent of unhappy customers never complain; but if their problem remains unsolved, they usually tell ten other customers!

My Consultancy–Asif J. Mir – Management Consultant–transforms organizations where people have the freedom to be creative, a place that brings out the best in everybody–an open, fair place where people have a sense that what they do matters. For details please visit www.asifjmir.com, and my Lectures.

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