Phone: 0191 284 3322
Address: 50 Ferrisdale way, Ne3 2se Newcastle upon Tyne
Apex understand Customer retention as an assessment of the product or service quality provided by a business that measures how loyal its customers are. Customer retention statistics are typically expressed as a percentage of long term clients, and they are important to a business since satisfied retained customers tend to spend more, cost less and make valuable references to new potential customers.
From research, the average business loses around 20 percent of its customers annually simply by failing to attend to customer relationships. In some industries this leakage is as high as 80 percent. The cost, in either case, is staggering, but few businesses truly understand the implications.
It is easy to understand that virtually every business loses some customers, but few organisations ever measure or recognise how many of their customers become inactive or redundant. Most businesses, ironically, invest an enormous amount of time, effort and expense building that initial customer relationship. Then they let that relationship go unattended, in some cases even losing interest as soon as the sale been made, or even worse, they abandon the customer as soon as an easily remedied problem occurs, only to have to spend another small fortune to replace that customer. Apex consciously understand that the easiest way to grow a business is not to lose any customers at all. Once an organisation stops the leakage, it’s often possible to double or triple the growth rate because the organisation is no longer forced to make up lost ground just to stand still.
Apex understands that there’s little point in dedicating massive resources to generating new customers when 25-60% of dormant customers can be made to be receptive to attempts to regenerate their business if approached in right way, with the right offer. We believe that reactivating customers who already know about our businesses and services is one of the easiest, quickest ways to increase our revenues.
We religiously believe that re-contacting and reminding our customers of our existence, finding out why they’re no longer buying, overcoming their objections and demonstrating that we still value and respect them will usually result in a tremendous bounty of sales and drastically increased revenues in a matter of days and will lead to some of our best and most loyal customers.
Apex attempts to avoid losing our customers by building relationships and keeping in touch with them using a rolling calendar of communications. Depending on the time of the year, we have specific programmed sequence of letters, events, phone calls, “thank you’s”, special offers, follow-ups, magic moments, and cards or notes with a personal touch etc. that occur constantly and automatically at defined points in the quite times. We have to appreciate that customers not only respond to this positively, they really appreciate it because they feel valued and important. It acknowledges them, keeps them informed, offsets post-purchase doubts, reinforces the reason they’re doing business with Apex and makes them feel part of our business so that they want to come back again and again.
Our customer service thrives on providing “awesome customer service experience” due to the never-ending pursuit of excellence to keep customers so satisfied that they tell others how well they were treated when doing business with Apex. We endeavour to move the product or service we deliver into the realm of the extraordinary by delivering higher than expected levels of customer service to each and every customer. We believe that extraordinary service builds fortunes in repeat customers, whereas poor service will drive customers to our competition.
Lastly, Apex ascribes to the fact that long-term success and customer retention belongs to those who do not take ethical shortcuts. There must always be total consistency between what we say and do and what our customer’s experience. The design, build quality, reliability and serviceability of our product or service are of the standard our customers want, need and expect. Our service integrity is also demonstrated by the way we handle the small things, as well as the large. Apex believes that customers will be attracted to our organisation if we are open and honest with them, care for them, take a genuine interest in them, don’t let them down and practice what we preach. That is our DNA.