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Create a "Customer Retention Model" Different from most models which are top-down consisting of programs and systems. This model is a bottom-up or user-centered approach based on leading workplace relationships and experiences to compliment your existing management of them. The model is based on a best practice combining two critical processes, or sets of actions, of cultures and human nature. Those processes being asking and thanking. The model is a career skill and tool (95% non-verbal) for frontline managers and team leaders to lead relationships for keeping customers returning. Handling customer concerns, both complements as well as complaints, by asking the questions to get everyone on the service team involved. Retaining customers by demonstrating intentions to continue to better serve them and increase value--beginning with those providing products and services. Working backwards, with the support of middle managers, to compliment and provide continuation for existing managerial efforts--especially for the "people" part of the enterprise.
© George Reavis - george@thankingcustomers.com |
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