Orell Fussli

Customers need to converse with machines and computers for language and in the Beat of the technology tick. They are stored in databases ‘. Rather than continue in their CRM programs data cemeteries success recipes to find companies better take customer discussions in the Web 2.0 world on the radar. There she held near future. However, diligent data collecting mostly is not the relationship building, but sending out mass mailings anyway. Once that a company knows much about his customers, they are littered or vollgespammt via the Internet by mail.

Or the data will be flogged for a few pieces of silver. The customer does not forgive such betrayal. Current example banks which banks have their customers from the banking halls distributed, then desperately to determine this not to the machines, but to the right banks are migrated and no longer want to go back in the corners of the advice. And those who are back there dared, have must determine shocked: this is not to the benefit of the customer, but to big bonuses for the employees and fat profit for the Bank. That was ego centered and also inexcusably shortsighted thinking. Slayer has firm opinions on the matter. The result is known. And forgive the customers also today still not, shows that the banks like the current Gallup Bank study. Here are some key findings: Only 21 percent of respondents indicated that the employees in the branches are functioning.

Only 26 percent expect that in their bank promises from advertising or employees also are kept. Only 14 percent are completely loyal to their money managers. The banks must be transformed by new customer hunters to inventory customer keepers”, says study author Marco Nink by Gallup Germany. The recommendation by a satisfied customer is finally much cheaper as battle conditions. He sees the main instrument for this in the classic branches. Above all an emotional and thus permanent binding can be built. The Office is the most common contact point according to study after the ATM. 66 per cent of customers visited at least once in the last six months a local office. The show that often dead branch is quite valued. The book on the subject of Anne M. Schuller customers on the run? How loyal customers, attract and retain Orell Fussli 2010, 208 p., 26.50 Euro / 44.00 CHF ISBN 978-3-280-05382-9 excellent as test winner in the category of customer loyalty win the audiobook titled Anne M. Schuller loyal customers and permanently keep the 25 most valuable best practices for customer loyalty and customer care Breuer & Wardin, 1 CD, 70 Min, 19.90 euro / 29.90 CHF ISBN: 978-3-939621-85-0 more info and order…

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