What Is Retention Marketing?

Customers appreciate being appreciated. They understand that good service and occasional difficulties
are both a part of life. Unnecessary tension arises when the customer perceives that you don’t care about
them. As your representatives, we validate customer concerns and show empathy toward their issues. It is
amazing how often the disgruntled customer softens his position when we show concern and assure them
that the appropriate manager will be made aware of their problem. Almost all customers, happy or not,
thank us for calling to check on them. This is the essence of retention marketing.

Often, a particular problem needs to be addressed. Early the following day, your appropriate office is sent
a list of all calls, with calls needing action clearly noted. The simple fact that you have been interested
enough to inquire about customer satisfaction, listen and take the customer seriously has already enhanced
the dynamic of the customer relationship. This does not mean that some customers do not have unrealistic
expectations, but it does mean that you are ahead of the game when the time comes to find resolution.

Connection Enterprises monitors very carefully the quality of customer communication, as well as any
trends that may not be apparent by simply reading notes on the daily calls. We do everything possible to
ensure that the quality of our customer contact is well above industry standards.

Who We Are

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