Professional web design, Cumbria, North LancashireCustomer care and retention is becoming increasingly important as our potential markets change from local to global.
Recent studies show that 60% of customers changing to a new supplier cite the lack of relationship and customer care as the reason for the change. It has also been shown that it is considerably cheaper to retain your existing customers than to find new customers. So what are we doing about it?
Customers are everywhere.
They are not only the folk in the supermarket or the salesroom, people who respond to advertisements, or those who buy a package holiday. We are ALL customers; parents who take their children to school are customers of the school, and so is the child! You are a customer of your GP or Dentist.
If you are reading this leaflet, you are a customer (or potential customer) of our company. The unemployed at the benefits agency and job centre are customers of those services. Anyone in the UK who has income is a customer of the Inland Revenue. And so on.
So why is it that so many organisations (large and small) do not treat us like customers?
How many of us have been kept waiting for an hour to see a Consultant at the hospital and found that five other people were given the same appointment time? Okay their time is precious but so is ours!
And NEVER forget, customers are not just external they are internal too. Your boss is your internal customer, the person or department you provide reports for is an internal customer, and your wife/husband is an internal customer of your home organisation.
In this workshop we will examine the reasons why it is vital for your business to manage and retain its existing customers. We will discuss various strategies to assist in retaining those customers and consider how the use of Information and Communications Technology (ICT) could play a simple but significant part in the strategy and practice of managing customer care.
Customer Care and Retention Workshops - Who should attend?
The programme is aimed at anyone who wants to learn how to
Build good continuous relationships with their customers
Retain existing customers
Attract new customers and
Build in excellent customer care at the core of their business.
Remember always that: -
No matter how good you are at what you do, there is always another choice and the customer can easily vote with their feet do not let it happen to you
