How to Increase Customer Retention

How can it make sense to attract a customer and then lose them? Think of the cost involved, yet this is what happens all the time. This is why Customer retention is a growing challenge for many organizations. Why do companies pour money into attracting new customers but spend little on retaining them.
One recent client told us that they were losing 30% of the customers in the first year, at a massive cost.

• If you provide Customers with a poor experience they will leave you.
• If you provide Customers with an average experience they are open to being attracted to leave.
• If you provide Customers with a great experience it will take some effort to prise them from you.

 

Please find more information from books to learn how building a great customer experience can transform your customer retention rates:

In our first book, Building Great Customer experiences, we detail how to build a great experience.

In our second book, Revolutionize your Customer Experience, we reveal the journey from Naïve to Natural all organisations are on to become more customer centric.

Finally our latest book The DNA of Customer Experience: How emotions drive and destroy value reveals the emotions that, if evoked, drive and destroy loyalty, or in other words customer retention.