Customer Retention
               Company Selected:           Warid Telecom (PVT) Ltd

                   Click Here To Do...
Pay Attention to Complaints:
It is one of the good tips to retain your customers. Just pay attention what
customer is sayi...
Event Marketing:
It can be kind of expensive option to retain your customers but it works a lot. In
this, you conduct any ...
Service With Smile:
In this, CSR tries to deal with the customers with a smile on his or her face to seek
the attention of...
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Customer Retention Of Warid Telecom Private Limited Pakistan

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In this document, you will find the customer retention techniques adopted by warid telecom pakistan private limited. A company of warid international group UAE.

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Transcript of "Customer Retention Of Warid Telecom Private Limited Pakistan"

  1. 1. Customer Retention Company Selected: Warid Telecom (PVT) Ltd Click Here To Download This Document What is Customer Retention? “The processes through which a provider attempts to secure the longevity of the relationship with its customers. Knowledge Discovery methods are very useful in the identification of those actions which are likely to make profitable customers loyal to the provider. These methods are also extremely useful in determining the risk of attrition of a customer. Retaining profitable customers is the third step in Customer Relationship Management.” About Customer Retention: Customer retention, often considered in replicate purchases, plays a substantial task in making higher profits for any business. Businesses that do extremely well in customer retention are usually positioned for long-term success and have power over a far greater competitive edge over their competitors. Now the question is very clear that how the business can maintain the customer retention rate? There are many factors that are included in maintaining highest customer retention rate; the most effective one probably belongs to superior customer services. Customer service is designed to create a positive customer experience in order to increase customer loyalty and ultimately, long-term customer retention. You can easily observe the different customer services department in any organization. Especially if you go to any office of Telecommunication, you will find their people welcome you warm to offer their customer services. The picture below is describing the input and output for customer retention programs. University Of Management & Technology, Lahore 1 Of 4
  2. 2. Pay Attention to Complaints: It is one of the good tips to retain your customers. Just pay attention what customer is saying. Don’t confab with customer harsh and you need to follow the concept of “Customer is King”. By using this tip, you will be able to know more about your product, because customer is going to use your product and aware about it. You must listen to the complaints and compliments from customers as it helps you to discover more. Use the same approach for customer compliments too, using compliments as a point of reinforcement for what your company is already doing right. Example: Warid is using this technique. When there’s any kind of complaint about service of Warid, the CSR first listen to the complaint and then transferred it to the related department. Then the representative of the department talks to the customer. How It Helps Us To Decrease The Defection Rate: When you listen to the customer carefully and happily, it would leave the good image on customer. Then the customer would like to contact you again about any queries without hesitation. The customer would feel lighter and create the good image about you. Ask Your Customers: You will not find the easiest way to retain your customer than this one. In this, you just need to ask your customer what exactly they are seeking from your business and from your products. You can ask your customers by any mean like telephone, survey, email or anything you have about your customer. Example: Let’s take the above example again. When the representative tries to solve the problem of the customer, he again gives a call to the customer to know whether the problem is solved completely or not, service is improving and efficient. Thus they tries their best to satisfy the customer. How It Helps Us To Decrease The Defection Rate: When you ask your customers about the business and products, the customer would feel kind of close relationship. By this, your customer will not irritate and you’ll be successful in retaining your customer. This technique will also help you decreasing marketing research expenses. University Of Management & Technology, Lahore 2 Of 4
  3. 3. Event Marketing: It can be kind of expensive option to retain your customers but it works a lot. In this, you conduct any event like seminar, discussion group, and conference. You can invite your customers to take active part on those events too. These activities make the good reputation of the business and people like to trust reputed companies. Example: I remember that once Warid conducted a seminar (I’d also attended) on “Scope Of IT in Pakistan” and they invited many high profile people including their high valued customers to attend the seminar. How It Helps Us To Decrease The Defection Rate: By taking the above example, I just felt very calm, cool and I thought that at least I’m important. That means that it makes the customer feel that they’re important to organization. Because everybody likes to have self-respect. It definitely decreases the defection rate. Become Value Provider: There are very few people or organization who exactly knows what value is? Providing value to customers just means giving first and receiving second. When you give something new and extra to your customer, absolutely the customer will be delighted. It is also the best tactic to retain your customers as it gives the reward to the customers. Example: Warid is also the member of Lahore Chamber Of Commerce. Warid is always willing to retain their customers’ especially high valued customers. They sometime offers exciting packages to those customers who’re the member of Lahore Chamber Of Commerce. It also provided is VAS like Missed Call Alerts etc… Warid once launched the McDonald offer to all prepaid customers. On using the balance of 300, the subscriber is eligible to have one McDonalds deal. It was also applicable for those who bought new sim. How It Helps Us To Decrease The Defection Rate: Whenever a customer is rewarded with extra and improved value, he becomes delighted. So this is the good and effective way to retain the customers as it makes the customer highly satisfied. University Of Management & Technology, Lahore 3 Of 4
  4. 4. Service With Smile: In this, CSR tries to deal with the customers with a smile on his or her face to seek the attention of the customer. CSR apply the approach of “Customer is always right.” It makes the customers feel respectable and calm and helps to control any unpleasant situation that may happen. Example: Warid’s customer service centers are located in major cities of Pakistan. The CSR which have the duty to solve the problems of customers are very charming having good facial expressions like smile that makes the customer feel good and respectable. There is a saying of Hazrat Ali (A.S) that “wealth is the Sadqa of respect”. That means that customers can be retained and defected due to respect. How It Helps Us To Decrease The Defection Rate: It may seem over the top, but this approach will reflect positively on your business, product and services and an end-result will be outstanding customer retention. Loyalty Programs: Loyalty programs used efficaciously by businesses such as the airlines industry are really successful for marvelous customer retention. In this, you provide more than just a value to your customers that satisfy customers more than the value. Loyalty program can be in the shape of presenting specialty discounts for customers. Example: Warid’s loyalty program is the discount on monthly line rent. There’s criteria defined with respect to line rent and security deposit and then subscriber is given 15% - 30% discount on monthly line rent. After subscriber deposited security deposit, the discount on his/her monthly line rental will be implemented on the next bill run, i.e. next month. How It Helps Us To Decrease The Defection Rate: Loyalty programs help the organization to retain the customers as the customer is going to be royal for them. As far as Warid is concerned, it’s postpaid service name is Zahi which means royal. When the loyalty is increases, per customer revenue is also increase that means higher profit and low defection rate. University Of Management & Technology, Lahore 4 Of 4

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