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Take a Closer Look at Your Attrition

Posted By Dave Simon, Tuesday, June 12, 2012

Because we 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.

We, like 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.

Tags:  attrition  customer  June 2012  retention  security 

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