A trip into the mind of Wajdi

The Oath of Horatii by Jaques-Louis Davis. Louvre, France In this part of the series "Fighting Churn and Building Loyalty", I will be talking about the loyalty concept. It will be a bit longer than the other previous parts, because I personally feel that the area of customer loyalty is one of great importance and also of great complexity. The most important question to ask when working in the business world: " is my customer base healthy?" A healthy customer base is a very broad definition. Depending on the industry, and the different market benchmarks that can be made, each company could have a slightly different view on the health of its customer base. However, the most sought after KPI to measure the health of any customer base is 'Repeat Business'. This KPI indicates the percentage of your revenue that was generated by repeated customers. One would define a repeated customer as a customer that did more than one transaction over a fixed period...

How to Reduce churn? Is it possible to reverse the effects of the churn phenomena? Many questions can be asked about this issue, and many experts do an amazing job in fighting churn and turning any angry customer into a happy and satisfied one. In this part of the series "Fighting Churn and Building Loyalty, we will talk about some practical ways for reducing the churn rate. This is not the only recipe for success but I will go a long way into saving customers that will potentially leave you for a competitor. Analyze ! This can seem very obvious. Any company needs to find out the main reason (or reasons) making its customers leave. The easiest way to get some "on the surface" information is simple: Talk to the customers! Call your customers. No emails or anonymous surveys. This personal touch will demonstrate how much you care about them and it will give a personal and caring touch to the "soulless” Business-Client rela...

Every company has a different product and provides a different service to a particular set of customers. Customers pick a company for a particular reason: convenient prices, better product or service quality, brand name and reputation, more benefits and advantages…etc. These customers can be of different types and natures some are individuals, companies, governments or various types of organizations but the reasons of choosing their service provider or the product they are willing to buy can vary from customer to customer.

Why Customers Leave You? We started this series with the first part, to talk about churn and the current status of this phenomena worldwide in thirst part of this series " Fighting Churn and Building Loyalty [Part 1] " . In an intensely competitive market, customers receive multiple incentives to change their telecom provider and encounter multiple disincentives to stay. There are many reasons to leave a provider but there might be just one single reason to stay. Good Customer service, Loyalty and attachment to the Brand and great experience are some of the main reasons for customers to stay on Leaving the current provider is not always a final decision. It is not always the end of the relationship, there are multiple ways a telco company can save these dissatisfied customer, even one day before they decide to leave. We will talk about these final-steps to saving customer in the next part of this series . Let's start by some of the main reasons a teleco...

In this series of posts, we will talk about a very important economic and technological field of our global economy. A field that has entered every house and its services has been irreplaceable in our daily lives, just like water and food:  it is the telecommunication sector. Part 1: Context of Churn in Telco Companies.[This part] Part 2: Reasons Of Churn. Part 3: How to Fight and Reduce Churn. Part 4: How to Build Customer Loyalty. This field has been the driver of innovation, technological advancements and it has set the trend of how people go about their daily lives for the past 10 to 15 years. It is known that telecommunication industry is one of the fastest and most profitable industries in the world. Most of the 7 billion humans on our planet (as much as  90% of the world population according to some studies) have access to the basic telecom services, and enjoy the benefits of communication and internet at a speed that is getting faster and faster every day. ...