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.

• Complaint handling
  • Customer dissatisfaction analysis
  • Design solution for the root cause

• Retention
  • Arguments to retain customers wishing to cancel their subscription
  • Contract renewals

• Up-selling / Cross-selling

• Loyalty programs
  • Pro-active actions at Key Milestones in the Customer Relationship (welcome calls, satisfaction checkups, contract anniversary…)
• Analysis of customer purchasing habits and trends

Your benefits

• Increase your customer value with a direct impact on his or her ARPU or average basket
• Decrease your customers’ defection rates
• Increase your customers satisfaction (a better understanding and management of reasons for dissatisfaction)
• Strengthen your brand image