Customer Retention and Win-Back Research
Most companies study their current customers and often wonder how they can do a better job predicting or preventing attrition. Customer defection research is conducted to understand the controllable and uncontrollable reasons for defection. This information is a perfect complement to Customer Satisfaction and Loyalty studies, and ensures companies have the right focus in order to acquire new and keep existing customers.
Relevant Questions:
- Why are we losing our most profitable customers to competitors?
- Which customers are defecting?
- How do we devise strategies to win them back?
- What can we do to stem the attrition of profitable customers?
How does Customer Defection benefit my company?
At MDRG, we have proven, results-oriented methods for understanding and measuring customer defection. Our goal is to be an extension of your team – a true partner- giving you the information that you need to retain and win back customers.
Customer retention and win back research will provide insights to:
- Understand the chain of events that lead to defection
- Develop strategies for minimizing future defection
- Understand the relationship between customer satisfaction and loyalty/defection
- Prioritize customer retention and win back efforts for optimal resource allocation
