In today’s market environment, retaining a customer is much cheaper than trying to acquire new ones. That is the reason why PCCI is always seeking to prevent its partners from losing customers.
Our firm belief is that every single contact is an opportunity to create loyalty with a customer even when the customer is upset that it is an opportunity to create future sales. This requires from our highly skilled, emphatic and customer-centric agents, listening, understanding and issue resolving capabilities that we continuously develop in our training programs.
Our loyalty and retention strategy is driven by the following key activities.