Effective service recovery strategies
1. Apology: A first person apology rather than a corporate apology, and one which also acknowledges that a failure has occurred.
2. Urgent reinstatement: Speed of action coupled with a ‘gallant attempt’ to put things right even if it is not possible to correct the situation.
3. Empathy: A sincere expression of feeling for the customer’s plight.
4. Symbolic atonement: A form of compensation that might include not charging for the service or offering future services free or discounted.
5. Follow-up: An after-recovery call to ascertain that the consumer is satisfied with the recovery process.
CUSTOMER RETENTION STRATEGIES:
Redefining customer loyalty and retention in today’s marketplace.
Understanding the challenges and why satisfied customers are not enough.
Examining the “R” in CRM and looking at the consumer view.
Understanding the nature of loyalty in order to drive behavioural change.
Key considerations when planning your retention strategy.
The importance of generating real understanding and consumer insight.
Understanding the need for a holistic view.
Directing your efforts to where they’ll have most impact.
Ensuring that the needs of all stake holders are met.