As we know, the costs of reaching new Customers should be higher than costs of retaining them. It is therefore very important that the company possesses as big group of loyal Customers as possible. Customer service influences loyalty of the Customers.
This is why we recommend the following services to achieve high rate of Customer loyalty:
- Systematic customer surveys with the SRP method ©
- Cross selling
- Anti-churn actions
To pinpoint how important the Customers’ loyalty is for every company, it is vital to realise that an average cost of reaching the Customer is 10 times higher than an average cost of retaining the Customer.
This observation arises from our experiences gained during realisation of Projects for many Customers.