How Can Customer Retention be Measured?

H

Howard Lee

#11
I just wanted to add a little more to my comment yesterday.

When you go to customers asking how you are doing/What could you do better; do it with your hat in your hand. Humility is the key. Just tell them that you want to know...for the sake of continuous improvement. Be prepared to stand naked and listen to their complaints and take it. Listen and make notes. Don't make excuses or try to explain your position.

Go to the customers that have the most complaints...the one's that complain the most and the loudest. I'm aware that the customer that feels he is stuck sleeping out back with the goats is usually the last one you want to listen to, but he is the one you probably should be listening to. If you can make your most disgruntled customer just a little more happy then with the same effort all other customers will be much more happy.
 
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Stijloor

Staff member
Super Moderator
#12
Can a customer retention be measured? How? Please help
Hi QAlady,

Interesting question, and great responses form our friends here at the Cove.

I "googled" around a little bit and found:

http://www.bymichaelriley.com/customer-retention-complaint-resolution.html
http://searchcrm.techtarget.com/originalContent/0,289142,sid11_gci1043390,00.html
http://www.adamssixsigma.com/Newsletters/customers_results.htm

It may not give you all the answers, but it is interesting stuff.

Stijloor.
 
L

ladyspirit

#13
Hi every one i need your help on the some subject, where can i find anit attrition plans or project write up or any standards we can follow or maybe a best practice in the market for the same.
 
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