By- Avinash Kumar [email_address] Retention strategy

The Customer Value/Retention Model Customer Attraction Customer Retention Shareholder Value Customer Value Customer Satisfaction Loyalty Business Performance © Weinstein/Johnson, 2003.

Customer Satisfaction, Loyalty and Retention Model Highly Satisfied Satisfied Dissatisfied Highly Loyal Loyal Disloyal Retain Defect

A Customer Loyalty Framework Multiple loyalty Situational loyalty Limited loyalty No Loyalty Some Loyalty Complete Loyalty

Butterflies: Good fit High profit potential Transaction satisfaction Milk active accounts Cease investing Strangers: Little fit Lowest profit potential Make no investment Max transaction profit True Friends: Good fit Best profit potential Consistent communication Attitudinal & behavioral loyalty Delight customers Barnacles: Limited fit Low profit potential Measure size and share of wallet Low share, up- and cross-sell Small wallet, strict cost control Transaction Relationship High profit Low profit Classification of Customer Loyal Segments

Questions are welcomed. End of the topic