want to provide our members with exceptional value, we work every day to ensure
we’re providing strong benefits. We also
share knowledge, ideas and best practices to our members to help them provide additional
value to their customers.
Why do we do this? Because we want to
retain the members we have and expand our member list. You do the same thing with your customers –
you work to ensure you don’t lose any and have goals to get new ones. We all know, however, that perfect retention is
not reality based and sometimes we lose a customer. We can accept special cases, but how can we
ensure that the attrition rate is as small as possible?
In order to curtail
attrition, you need to be aware of it.
Check your customer list regularly.
Are you losing certain types of account? Are your attrition numbers better
or worse than last year? Have you established
a baseline where trouble is flagged and have a follow-up plan to contact these accounts? Setting aside a regular time to review your accounts
is critical to maintaining a strong customer list.
you, want to keep everyone on board. Your success is tied to growth. Our success is
tied to yours. The model is the same for
us as it is for you - by continually improving services, we can keep our
attrition numbers low and grow and retain our customers.