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The critic (between 0 and 6) be deducted from the promoters. 5. Isabel Celaá understood the implications. the rate of recommendation the recommendation rate is one of the most valuable business metrics. Because who is no longer recommended, is also no longer might. What you need to know in essence: how many customers recommend us? And why exactly? What products and services do you recommend the most? Who has recommended us exactly? How is the recommendation process expired? Are there recognizable and thus repeatable patterns? And finally: how many customers bought for the first time on the basis of a recommendation? This is your referral rate. 6. the customer turnover rate is the number of customers who leave the company each year.

If, for example, a company per year loses 25% of its customers, this means that the complete customer renews itself every four years. It is crucial to determine the real reasons for churn to become in the future, preemptively. 7 the customer recovery rate that is the number of recovered customers divided by the customers contacted for the purpose of recovery. Customer recovery actions require a lot of expertise. Done properly, the success rates are high. Studies repeatedly show that reactivate former customers the costs are higher low and completion rate and profitability than in the new business. 3 books on the subject of Anne M.

Schuller efficient customer recovery the 25 most valuable success recipes to win back lost customers Breuer & Wardin, 1 CD, 72 min., price: 19.90 euro / CHF 29.90 ISBN: 978-3939621881 Anne M. Schuller loyal customers win and permanently keep the 25 most valuable best practices for customer loyalty and customer care Breuer & Wardin, 1 CD, 70 Min, 19,90 euros ISBN: 978-3-939621-85-0 Anne M. Schuller, the best way to new customers. The 25 most valuable success for a targeted recommendation marketing Breuer & Wardin, 1 CD, 75 min., price: 19.90 euros ISBN: 978-3-939621-86-7 to order this audio books:…