Customer Service 101: What is Customer Retention?

November 25, 2018 / GuidesFor Team

A business can never overemphasize the importance of a customer; it is the very foundation of success. In its most basic sense, customer retention entails the different efforts utilized by a business to keep customers from defecting. These could include marketing campaigns, special discounts and promos as well as an integrated, quality customer service strategy. For those who fail to meet the demands or address the needs of their clients, Brendan Witcher, VP, Principal Analyst at Forrester says, “You’re not behind your competitors; you’re behind your customers — behind their expectations.” Customer retention is critical because they are significant marketers and a loyal customer is likely to continue patronage as long as they remain satisfied. Read this article to learn more. – Silvana Peters

Read the source article at Business 2 Community

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