Retaining Customers Retaining Customers: Key Benefits of Customes Retention

Retaining Customers

Customers Will Usually Come Back If...    Customers for Life

Customer Service

Listening To Your Customer

Customer Satisfaction    Service-Profit Chain

Customer Intimacy

Customer Success 360

Customer Care

Creating Customer Value

10 Lessons from Konosuke Matsushita

4 Levels of Customer Satisfaction

Customer's Perspective of Quality

Value Innovation

Add More Value for Your Customer

Innovation Is Love

Customer-driven Innovation >> Co-innovate with Customers

Customer Partnership >> 5 Rules >> Partner for Profit

 

 

Competitive Strategies

Sustainable Competitive Advantage

3 Strategies of Market Leaders    Surprise To Win

Creating Competitive Disruption: 7 Strategies

Marketing Strategies

22 Laws of Marketing

Differentiation Strategies    Positioning

Success Stories

Creating Customer Value

Customer Care    Customer Partnership

Why Customer Retention?

Customer retention and satisfaction drive profits. It's far less expensive to cultivate your existing customer base and sell more services to them than it is to seek new, single-transaction customers.

 

 

Value Innovation

The Value Innovation concept provides a relevant support for questioning product/market strategies as well as underlying assumptions. You must examine radically what constitutes real value for customer by asking fundamental questions: what value offering need to be introduced or increased to meet customer needs? what value offerings can be reduced or eliminated, because they do not constitute real value for customers?

Relationship Marketing

The selling process never ends. Your relationship with your customer should continue to grow. Focus on customer needs to make your relationship marketing and selling efforts mutually beneficial and to keep the sales rolling in.

Your People Skills 360

Measuring the Success

Customer attrition – the number of customer who did not renew their relationship in any one trading period, expressed as a percentage of the number of customers at the start of the month – is the key indicator in measuring the success of your retention and customer service program.

Creating Customer Value: 10 Lessons from Matsushita

Apply 80/20 Principle

The 80/20 Principle tells you that marketing should focus on providing a stunning service in 20% of the existing products/services that generate 80% of fully costed profits. It should devote extraordinary endeavor towards retaining 20% of customers who provide 80% of the firm's profits.  >>>

 Amazon.com

Amazon.com works hard to achieve value added differentiation through customer-focused information services. Amazon.com's site retains customer preferences and provides automated customization for users.

Amazon.com's market success depends on its ability to maintain and grow its customer base by knowing and serving its customers better than its competitors and providing a higher level of value-added differentiation in customer service.

Due to high level of customer satisfaction, repeat customers account for approximately 60% of Amazon.com's orders.  >>>

 Dell Inc

"At Dell, we've always tried to exceed customer expectations with our products and services," says Michael Dell, the Founder of Dell. "When you delight your customer – consistently – by offering better products and better services, you create strong loyalty. When you go beyond that to build a meaningful, memorable total experience, you win customers for life. Our goal, at the end of the day, is for our customers to say, Dell is the smarter way to buy a computer."  >>>

   

Konosuke Matsushita advices

Company’s vision must be driven by 
the aspirations of its customers. 
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Bill Gates quotes

Every day were saying, 'How can we keep this customer happy?' How can we get ahead in innovation by doing this, because if we don't, somebody else will.