Customer recovery strategy
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Customer-recovery strategy leads increased profitability and stronger loyalitiy of customers.
Transcript of Customer recovery strategy
CRS| HMC Market Consulting | October 2014
„Customer Recovery Strategy“
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 1
Customer-recovery strategy
Potential
customersExisting customers
Former
customers
Customer-acquisition strategy
Customer-retentionstrategy
Customer-recoverystrategy
Customermanagement
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 2
Customer-recovery strategy
Reasons for customer recovery
• British Airways has calculated that this measure brings returns of 200%.
• Even though customers may have been lost, the company still enjoys a certain
goodwill. After all, these customers were once the company’s partners.
• Following recovery, they show increased confidence and stronger loyality.
• Recovery leads increased profitability, largely because the business relationship has
expanded, an expansion based on stronger commitment and a greater readiness to
recommend the company to others.
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 3
Customer loyality/profitability
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 4
Customer loyality/profitability
Time
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 5
Customer-recovery strategy
Approach
October 2014 | Customer-recovery strategy– HMC Hans Herrmann © HMC Market Consulting | 6
contact
HMC Market/PR Consulting
Hans Herrmann
Dr.-Albach-Straße 28
D-64720 Michelstadt
Telefon: +49 (0) 6061-70.18.83
Fax: +49 (0) 6061-70.18.84
Mobil: +49 (0) 171 -450.74.93
E-Mail: [email protected]
Internet: www.market-consulting.eu
Ansprechpartner für diese Präsentation:
Hans Herrmann
