Three Ideas To Reduce Churn

We were working with a global client recently -- a successful brand that lost nearly as many customers as they gain in a typical year.





Their challenge wasn't that they weren't gaining customers. In fact, they gain many thousands of customers annually. The challenge was:





They had a shallow, transactional relationship with their customers.





A transactional relationship means they provided the service the customer wanted but offered no added value opportunities to engage the customer beyond the quid pro quo of the purchase.





Three ways a company can avoid this problem:


a) identify high value added services that the customer may want


b) surprise and delight the customer after they have made their initial purchase. A customer isn't "really" a loyal customer just because they've made a few purchases


c) find the triggers that cause loyal customers to stay and what are the missed triggers that cause other customers to leave

Feel free to provide examples of each of the items a through b above and we'll use them in future blog posts.



Jeff Fromm

jfromm@adamson-usa.com