As well as a customer rises and low on the scale of loyalty, also at some point in the transition, can migrate from one segment to another. The change of the status of customer segmentation can be used to carry out specific actions (marketing, sales, etc.), which will be designed to understand the causes of the change of segmentation. Manifestations of the defection of clients in a recent survey found that more than 80 percent of dropouts were caused by an emotional response from the customer, more non-commercial. More than 40 per cent of which deserted, expressed problems in the management of the relationship with the client, and 30 percent said a mismatch in price and the value of the product or service offered by them, what made them feel that they were not treated fairly. Understand the manifestations of defection of clients and the main types of emotional attitudes that occur in the relationship with a client, will be of great importance for the analysis and predictability of future defections. Remember that a very small percentage of customers will take the time to call and complain of their service; More than 90 percent of customers do not, giving you the opportunity of resolving issues in a timely manner, and thereby save the relationship. Consequently, additional indicators and predictive factors for dropping out, are necessary if you want to retain the loyalty of the client. Final note on indicators of loyalty and a well structured and strategic approach to CRM systems to manage the relationship and loyalty with customers, are essential for structuring their business strategy and so build a significant advantage for your organization.
The following are the steps that will enable you to develop and retain customer loyalty. Invest in the creation of a solid image to clients the image that clients of your company in the contact points, to acquire the commitments and transactions, they become a powerful tool for your business. The efforts dedicated to the search for data and the implementation of action plans, may establish deployment strategies on your customer and your business performance. Optimize sales and Marketing efforts with the analysis of the adjustment of resources customers, segmenting customers and non-customers, and carrying out a follow-up to the outcome of your business, will improve its earnings and revenue, without incurring the expenditure growth. Take concrete actions and follow-up the defection of customers the reduction in customer attrition, will significantly improve your cash flow and profits of your business. Investment in the emotional customer will provide your company’s success, which generates greater fidelity. Include employee loyalty in the indexes of loyalty, and make a similarity between the customer loyalty and incentives to its employees research has shown that employees Leales are best selectors of new customers Leales. Invest in indexes loyalty, implementation of surveys and incentives to its employees, provide the necessary tools for the construction of the customer loyalty. This article has been developed based on the document called White paper on customer loyalty metrics to three-phase maturity model approach of Mark C. Meyer of the company Strategy to Value Consulting.