Name: Carolyn Hartman
Company: MWH Public Relations Firm
Years active: 20
Title: Customer Retention Specialist
What is your role at MWH PR Firm?
As the custiomer retention specialist for MWH I am responsible for helping our clients maintain long-term relationships and achieve increased sales and profitability. I have worked in the customer service and relationship management profession for 20 years. [I] also served as the customer liaison and retention strategist at the Federal Reserve Bank before coming to MWH. My goal at MWH is to guide our clients through the entire process and help them incorporate retention practices into their daily routines. I review all of the client’s high touch points across all communications channels and I work to streamline any mitigating factors that could impact successful implementation making sure that our clients understand how to enact these proactive measures.
How does MWH help clients retain customers?
From customer satisfaction, loyalty programs to marketing communications and customer service training, MWH PR clients have proven retention tools at their disposal. These best practices contribute to quality-driven relationships generating optimal ROI and maximizing profitability. It’s been said that customer retention is the only difference between failure and success in an organization. The customer retention rate is considered a factor of frequency; the percentage of customers that subscribe to a service provider’s products and services on a regular basis. MWH uses these tools to help clients pinpoint operational issues affecting their ability to retain customers. As negating factors are isolated, clients set applicable benchmarks to monitor their progress.
Why is it so important for business owners to focus on retention?
Customer retention is the single most important factor that sets companies apart from their competitors. Historically, high customer retention rates consistently correlate with high profits. Research shows that a company’s existing customers help to bring repeat business by offering favorable word-of-mouth marketing. Existing customers also pay less attention to other service providers, and are less sensitive to price changes than new customers. Regardless if you’re a B2B or B2C company, having a comprehensive customer retention strategy is key to your brand’s longevity and reputation in the market.
For more information, please visit mwhpublicrelations.com.
