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Customer Retention |
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Key Learning of customer experience |
How can it make sense to attract a customer and then lose them? Think of the cost involved, yet this is what happens all the time. This is why Customer retention is a growing challenge for many organizations. Why do companies pour money into attracting new customers but spend little on retaining them.
Customer Loyalty |
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Building great customer experiences |
If the customer does not feel connected and valuable to the company or if the bond between the customer and company has not been nurtured, the customer is likely to go elsewhere for his needs. Additionally, if a critical episode is handled poorly, chances are that the customer will terminate the business relationship.
What is a Customer-centric approach