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Retention is often assumed if a customer enjoys using the product but how many brands consider the after care service? I know, for example if I’m looking to renew my Sky subscription, a poor communication experience with their Contact Centre or lack of relevant, appealing renewal promotions in their retention campaign to me will significantly impact my judgement as to whether I remain a loyal customer or shop elsewhere.
The customer experience your brand delivers can also be integral to the efficiencies of your business. Do you need to send three letters followed by an email, a telephone call with six ‘press XX’ options and a follow-on direct mail piece to every customer that needs to renew their Sky subscription? More than likely not.
