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Customer recovery strategy

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HMC Market Consulting
HMC Market Consulting

Customer-recovery strategy leads increased profitability and stronger loyalitiy of customers.

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CRS| HMC Market Consulting | October 2014 „Customer RecoveryStrategy“
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |1 Customer-recoverystrategy Potential customers Existingcustomers Former customers Customer- acquisitionstrategy Customer-retentionstrategy Customer-recoverystrategy Customermanagement
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |2 Customer-recoverystrategy Reasonsfor customerrecovery •BritishAirwayshascalculatedthatthismeasurebringsreturnsof 200%. •Eventhoughcustomersmayhavebeenlost, the company stillenjoysa certaingoodwill. Afterall, thesecustomerswereonce the company’spartners. •Followingrecovery, theyshow increasedconfidenceand strongerloyality. •Recoveryleadsincreasedprofitability, largelybecausethe business relationshiphasexpanded, an expansionbasedon strongercommitmentand a greaterreadinessto recommendthe company to others.
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |3 Customer loyality/profitability
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |4 Customer loyality/profitability Time
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |5 Customer-recoverystrategy Approach
October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |6 contact HMC Market/PR ConsultingHans Herrmann Dr.-Albach-Straße 28 D-64720 Michelstadt Telefon: +49 (0) 6061-70.18.83 Fax: +49 (0) 6061-70.18.84Mobil:+49 (0) 171 -450.74.93 E-Mail: info@market-consulting.eu Internet: www.market-consulting.eu Ansprechpartner für diese Präsentation: Hans Herrmann

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Customer recovery strategy

  • 1. CRS| HMC Market Consulting | October 2014 „Customer RecoveryStrategy“
  • 2. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |1 Customer-recoverystrategy Potential customers Existingcustomers Former customers Customer- acquisitionstrategy Customer-retentionstrategy Customer-recoverystrategy Customermanagement
  • 3. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |2 Customer-recoverystrategy Reasonsfor customerrecovery •BritishAirwayshascalculatedthatthismeasurebringsreturnsof 200%. •Eventhoughcustomersmayhavebeenlost, the company stillenjoysa certaingoodwill. Afterall, thesecustomerswereonce the company’spartners. •Followingrecovery, theyshow increasedconfidenceand strongerloyality. •Recoveryleadsincreasedprofitability, largelybecausethe business relationshiphasexpanded, an expansionbasedon strongercommitmentand a greaterreadinessto recommendthe company to others.
  • 4. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |3 Customer loyality/profitability
  • 5. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |4 Customer loyality/profitability Time
  • 6. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |5 Customer-recoverystrategy Approach
  • 7. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |6 contact HMC Market/PR ConsultingHans Herrmann Dr.-Albach-Straße 28 D-64720 Michelstadt Telefon: +49 (0) 6061-70.18.83 Fax: +49 (0) 6061-70.18.84Mobil:+49 (0) 171 -450.74.93 E-Mail: info@market-consulting.eu Internet: www.market-consulting.eu Ansprechpartner für diese Präsentation: Hans Herrmann