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Do you capture details on why customers are leaving your organisation? Are you aware of the most common reasons for customers leaving your organisation?
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| Q |
Do you have established trigger points alerting you to potential customer dissatisfaction?
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At what point is your customer deflecting business away to your competitors? Do you set benchmarks for customers / customer segments and track and respond to downward and upward movements? Does initial data captured estimate the customers' potential business worth?
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| Q |
Are there specific staff assigned to customer retention? Are your retention staff consistent in their treatment of customers? |
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Consistency in available offers provides a more professional outcome and helps alleviate frustration where a customer experiences different outcomes from contact with multiple staff members. |
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| Q |
What is the estimated spend for each new customer acquisition and what is the estimated spend on retaining customers?
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| Q |
How quickly can you provide your marketing department with customer / product dissatisfaction trends emerging? Do you track which competitor products your lost customers are moving to and what features attracted them?
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| Q |
What are the most successful offers by customer segment for retaining your customers?
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