Winning at Customer Retention Joanna Brandi

ISBN:

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Kindle Edition

108 pages


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Winning at Customer Retention  by  Joanna Brandi

Winning at Customer Retention by Joanna Brandi
| Kindle Edition | PDF, EPUB, FB2, DjVu, audiobook, mp3, ZIP | 108 pages | ISBN: | 7.23 Mb

Profitability depends on repeat business from your customers. While “good marketing” may get customers in the door, only great customer care, consistent communication, and constant product or service improvement will keep customers coming back timeMoreProfitability depends on repeat business from your customers.

While “good marketing” may get customers in the door, only great customer care, consistent communication, and constant product or service improvement will keep customers coming back time and time again. Winning at Customer Retention: 101 Ways .... explores many of the opportunities you have to build and maintain better relationships with your customers.A five-percent increase in retention of profitable customers can boost your bottom line by as much as 100 percent (depending, of course, on your fixed costs)- it has the same net effect as a 10-percent cost reduction — or better.

It’s simple: increased customer retention and loyalty yields greater profitability. With more profits, companies can invest in better benefits and training for their employees, and experience a lower turnover rate as a result. Loyal employees build loyal relationships with customers — and so it goes, in a positive, appreciating fashion.While companies spend a fortune on marketing and advertising to get a customer to buy in the first place, many forget that customer retention and loyalty require value rich relationships and an emotional connection to keep the customer coming back.

While tactical, practical things-to-do are a vital part of “relationship marketing”- the customer in me cries out that they don’t mean a thing, as far as real loyalty goes, if not coupled with genuine caring. Sure, I’ll stick around for your frequent buyer points — but only until someone else offers me a relationship of real and caring contact. Then watch me defect!Let’s get down to the heart and soul of the matter: the core of relationship marketing is relationships.

Not databases, not clubs, not giveaways, but relationships. Businesses consist of different sets of relationships — the ones we have with our customers, our employees (and their families), our suppliers, our community, our stockholders, and our environment. And one other very important relationship — the one we have with ourselves.The businesses that are thriving in the 21st century are those that recognize and nurture strong, trusting and value filled relationships. Investment in the growth of these relationships will deliver far greater returns than image advertising, marketing programs, and trade-show hoopla.

When we begin to invest in people — in their positive growth as members of a team as well as of a larger community — we will see a return on our investment unlike any marketing program has ever yielded. When people bring their hearts, souls, and passion to work and are led by a clear, inspiring vision, miracles happen.You will find in this book a diverse mix of relationship skills — some geared toward internal customers, some toward external customers, and some toward you, the individual.

I’ve chosen not to outline or group the topics by category, although the tactically oriented ones seemed to fit best toward the end. Rather, these skills flow — like life, like relationships — in and out of stories, many making more than one point, some linked by a common theme, all designed to help you keep more of your customers.., and to keep you happier and healthier in the bargain!Success is a choice.

The companies that will be most successful in the future are those that choose to look closely at their organizational culture, values, and relationships, and create positive environments in which employees flourish and customers are active engaged participants.Individuals have the same choices companies do.

Each and every one of us can choose the kind of life we most want to live, the kind of person we most want to be.



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