Customer Retentions

It can cost your business up to ten times more to acquire a new customer than to retain an existing one.Smart businesses recognise the benefits in effective customer retention strategies. Your business will see a significant, positive impact on your company’s bottom line. Furthermore, a retained customer is a satisfied customer and a satisfied customer invariably takes on the mantle of an advocate for your brand.This process serves to reinforce your customers’ own brand loyalty.

Customers can notify a business of their intention to terminate their relationship through a variety of different communication channels including post, telephone and email. Therefore, it is important for businesses to ensure that their retention strategy pro-actively manages each and every channel.

The quality of your customer service will also have an effect on retention. Providing a poor customer experience frequently results in businesses losing customers. When a customer leaves a relationship,the company loses out in two ways: firstly the loss of income and secondly the ‘bad press’ as the former customer shares their negative experience with their family, friends and acquaintances. This type of negative communication dilutes the effect of your existing marketing investment, and increases the need to spend even more to compensate for the loss of a customer.

Regardless of the communication channel that customers choose to use when dismissing your services, Zevas has the capability to develop and implement the most appropriate and effective retention strategy. This ensures that all such requests are addressed as a priority and that maximum skill and effort is deployed in a timely fashion, in order to retain the customer’s business.

By adopting a multi-channel approach including up selling, Zevas is able to respond quickly to customers who are considering withdrawing their custom, by initiating the appropriate process for retaining the customer and preventing the exit.