Most businesses will agree it is more expensive to find and win a new customer than keep an existing one.  Customer retention is consequently important to businesses of all sizes and types.  A holistic customer retention strategy will include consistent good service creating positive reasons for customers to stay and appropriate communication with existing customers (including listening to them).  This strategy will enable you to both identify and catch unsteady customers before they fall off your business platform.

It is my belief that getclosure! improves customer stickiness, by which I mean that we  help ensure your customers stick with your business longer.  Why? Well, whether they are still with you or have already left, getclosure! offers a kind of safety net for your dissatisfied customers – we capture their complaint details and give you the opportunity to put things right.  By identifying existing customers who are unhappy and reporting to you the cause of dissatisfaction we inform your development of proactive strategies and plans to take remedial action.   We have also helped businesses win back customers, catching them in the getclosure! safety net for return to the business.

In addition to improving customer stickiness, by helping you catch and keep customers who are falling away or have fallen away, we improve stickiness by providing you with an early warning system of the causes of customer dissatisfaction.  Not only will the notification of complaints that you receive from getclosure! give you information on emerging customer problems but our Complaint Resolution Reports feature, offered to subscribing businesses, can help you measure and improve your complaints resolution performance.  Richard has written an article titled What getclosure! offers its  subscribers which includes information on Complaints Resolution Reports.   In brief overview the reports help measure your performance in relation to complaints resolution, including average time to respond, average time to close complaints and the feedback customers give when the complaints are closed.   For more information on Complaints Resolution Reports and how they can help your business, contact richard@getclosure.co.za

In closing, let me encourage you to take a moment to read our news article, Industry leaders in customer service.  The article includes statistics based on feedback from customers who use the getclosure! service.  The statistics provide evidence of our helping improve customer stickiness.   To give just two examples, you will see that 100% of African Bank and Sanlam customers were satisfied or more with their complaint outcome when using getclosure! In these situations, everyone wins and that is just the kind of outcome getclosure! likes to facilitate.