ANALYSIS AND MEASUREMENT IN CUSTOMER CARE


Research on Reasons Customers Leave

Do you know the reasons that lead your customers to stop being so?

Do you know what the determinant of dissatisfaction was?

Do you know how to anticipate customer abandonment?

Do you have indicators that alert you to potential customers leaving?

Identifying customers at risk of abandonment is a fundamental goal in any marketing strategy.

Today, all businesses suffer a greater or lesser extent the loss of customers, this loss may be due to various reasons (voluntary, involuntary or expected) as normal condition of the business and its efforts are focused on continuous recruitment of new customers usually tends to be more expensive than keeping current ones.

Analyzing and understanding both the causes and symptoms of customers who have left us can help us to predict and identify those customers we have who may be at risk of leaving, and make the right decisions to avoid it.

At Flint we measure and calculate the abandonment to predict which customers are at risk of future abandonment and to help develop strategies for:

  • . Identify the customers most at risk of neglect and provide your company the time it takes    to react.
  • . Assess the risk of abandonment of a client from its current location in relation to the total    group of customers.
  • . Assess the risk of adornment of the client from its evolution over time individually.
  • . Determine the time, products, or services that may lead to abandonment.
  • . Obtain the information necessary for the implementation of loyalty and recovery plans.

Some companies feel that the price is usually the primary cause of neglect and lose perspective that other issues such as health, service, etc. can be a cause more important than price.


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