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Home > Today's Hassels > Customer Retention |
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Customer Retention |
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Companies recognize that it is far less expensive to retain customers than to continually add new ones to replace those who defect.
Haselfrė framework for customer retention is derived from application of design for Six Sigma methods. Specifically it uses VOC gathering and processing using the KJ (Kawakita Jiro) analysis.
- Gather, analyse and translate VOC
- Provide premium customer service
- Create value added partnerships
- Provide service excellence
- Create highly loyal customers
- Analyze quality ratings from premium customers
- Assist in reducing the time in resolving concerns and complaints
- Optimize percent of revenue from sole source contracts
- Assess and optimize service levels by channel
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