Loyalty Marketing is the management process of identifying "best customers" and utilizing customer data and insight to create, retain and grow profitable relationships. Best customers are those who are the most commercially valuable - they bring the most profit. Also important are those whose characteristics suggetst that they have the potential to become categorized as best customers.
The REASONS CUSTOMERS LEAVE
67% Little or no customer contact
15% Service disssatisfaction
9% Competition
4% Move or Die
The U.S. Office of Consumer Affairs says that for every consumer who complains, there are 26 more that remain silent...
Ninety-one per cent of unhappy customers will never purchase again
Wronged customers will normally tell 8 to 10 people, and now so many more with the internet
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