Customer Retention Objective Number 1

Customer retention is perhaps the most important area of our expertise. Many people talk about it and most people accept the common sense of securing on-going business rather constantly having to find and recruit new customers.  Few people can say that common sense is common practice and it is often wrongly assumed that a 'loyalty' or reward scheme is needed.

There are much more simple and effective ways to deliver high levels of customer retention that usually involve some relatively small aspect of re-engineering your business to put inertia on your side rather than that of the customer.

Many businesses don't get the opportunity for customers to build loyalty because they don't lock them in to the business in the first place.  There is no doubt that reward programmes can quickly deliver a 'lock-in' opportunity but it is important  to use the scheme in the right way to encourage customers to see that you can earn their loyalty.

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