Re: Customer retention
Thanks for the immediate respond. The company is loosing its customers... a freight forwarding business. Whew! I'm sorry... I may sounds so idiot but I need some ideas for customer retention. People can't realize that customers are going away. I hope you can help me.
OK I think you are talking about customer satisfaction... why are you losing the customer... things to consider
Do you know what your customers want?
When implementing new services do you use QFD? Kano? VOC?
Are you aware of what your competitor is providing (better/worse/cheaper)
What level of complaints do you get? how are these investigated and what CA's are put in place... have the CA's been effective?
retaining customers and getting new ones is about service and cost
Cost reduction activities such as "lean" help smooth the process and improve consistency by removing wastes (excessive paperwork, travel, reworks etc etc)
You need to look at service you provide does it meet your quality/mission statement... is this statement valid, consider gathering customer information about what they like/dislike, prioritise these needs.
I could go on and on
but I would suggest looking for threads regarding; customer satisfaction, lean, QFD, Kano modelling, complaint handling.
hope this helps