Customer recovery strategies

The goal of every seller is for his customers to buy a new machine from him again if necessary. Acquiring a new customer means a lot more effort than keeping an existing customer: 80 – 20 rule. However, it is important to note that one dissatisfied customer tells 11 other customers, who in turn tell 5 other customers. This means 1 dissatisfied customer creates 66 negative perspectives on a retailer. We want to avoid that and therefore the focus on replacement is very important. On the one hand, this requires that employees be developed in this direction and on the other hand, we can support this with a customer survey, the creation of a customer round table and a “customer supervisory board”.