The document lists the names and registration numbers of 10 students. It then provides a prompt for an assignment asking students to discuss customer retention strategies for an industry of their choice using MTN, Johnson & Johnson, Toyota Uganda Ltd, Mukwano Group or Uganda Christian University as examples. For each organization, the document outlines some key information about them and provides 1-2 examples of customer retention strategies they employ.

1. NAME REG NO
KABAALA NAJIB SI6B41/074
SHILLA ARIBO PATRICK S16B41/029
AYEBARE EUNICE S16B41/002
DUNCAN A. BARASHA S16B41/073
KATO HANIFAH NABANKEMA S16B41/014
NANGOBI REHEMA S16B41/069
MUGISHA JULIUS S16B41/060
NAMULONGO LINDA ESTHER S16B41/088
AJIKO CLEO-PATRA DANIELLA S16B41/051
MUTABAZI TIMMOTHY S16B41/085
Using an industry of your choice , discuss the customer
retention strategies that companies can use

2. MTN
and its
variou
s
promo
tions

3.  International and roaming-
roaming partners, roaming in
Uganda, East Africa roaming.
 Calling services- call barring,
call diverting, call waiting,
caller line identity, conference
calling, emergency call.
 Messaging services- SMS,
SMS bundles bulk SMS.
 Recharge services- MTN
Me2U, Payway Airtime, Easy
load, ATM Airtime, MTN Caller
Tunez, aYo Recharge with
care, Careers, Tidal.
OTHER SERVICES
 Buying Airtime
 Sending money to
another number
 Withdrawing money
 International money
transfer
 Payments
 Financial services
 Fees and taxes

4. Strategy Example
Inspire with a slogan “MTN every where you go”
Empower customers with
convenience
my MTN app, MTN MoMo, MTN
insurance, language options.
Leverage personalization Birth day message.
Speak to your customers monthly service calls, active call
centres (100), informative daily
messages.
Create a divide between you and your
competitors
MTN Mo Kash, MTN ayo.
Use of referrals “please hold as we connect you to our
customer care adviser”
Use subscriptions to bolster the
experience
My paka paka, night shift bundles,
MTN zone,
Use experiences to elicit positive
feelings
extra ordinary customer services, MTN
loyalty, caller tunes, cash back reward.

5.  Capitalize on social
proof> adverts
 Educate customers-
service integrity> MTN
 Surprise and delight-
premiums & gifts>MTN
phone
 Offer support in the right
platforms>MTN app
 Thank your customers-
courtesy system
 Apologize when you
make mistakes
 Measure life time value

6. It was incorporated in 1887, by Robert Wood
Johnson, James Wood Johnson and Edward
Mean Johnson.
Johnson and Johnson is the leading
manufacturer in packaged goods,
pharmaceuticals, and medical devices.
They operate in at least 60 countries and offer
their products in at least 175 countries.

8.  Premiums and gifts- Visa reward cards. For
example, from January to April purchase up to
30% and get 10% bonus on reward card.
 Personal touches
 Social media
 CRM systems
 Loyalty programs
 Regular reviews
 A complaint is a gift
 Measure lifetime value
 Extraordinary customer service

10. Toyota Uganda Ltd was
established in 2005 by
Toyota Tsusho
Corporation , a subsidiary
of Toyota Motor
corporation.
It’s the only company
authorized to distribute
and sell new Toyota
vehicles and parts in
Uganda as well as offer a
Toyota Manufacturer’s
warranty.
PRODUCTS CATEGORIES:
o Sale of Vehicle
o Vehicle maintenance and repair
o Body paint
o Sale of vehicle parts,
accessories and genuine motor
oil.
o Driver training course- educating
customers about the car from
servicing to defensive driving.
o Sale of Yamaha motorcycles.

11.  Offer a wide range of products
 Different types of purchases
 Discounts
 Pre-sale service
 Genuine vehicles and parts
 Coasters, Corolla, Hilux double cabin,
Fortuner,Rav4, Hiace and Landcrusier 200
GXR
 customers can make direct purchases for a
vehicle. Through leases customers can get
their desired vehicle and pay at a later date
through their banks
 Easter parts price slash where customers
can purchase spark plugs at reduced prices
 “Rent and Enjoy” here customers can rent a
brand new Toyota corolla for $50 Daily for
either town run or to take up-country
 if a customer wants a vehicle not in stock
they can order from Toyota Kenya ltd or if
they wants auto-parts not in stock they can
order from Toyota South Africa and from
Japan
Strategy For Example

12.  New Vehicle Limited Warranty
 Fully equipped workshops
supported by Toyota technicians
 Vehicle Accessories have special
discounts on festive season and end
of the month
 Safety Recall Individual Interface
 customers either receive a 2 year
Free service plan or a 3 year
warranty
 crash and body repair is offered to
customers who have an accident.
Including Body and Paint services
 bull bar, roof rack, fog lights, high
lift jack
 if a customer purchased a vehicle a
week ago and they find the engine is
overheating. They can go online an
enter the vehicle Frame name and
model. Toyota will then collect the
vehicle and assist the customer in
getting a replacement
Strategy For Example

13.  Mukwano Group is
conglomerate based in
Uganda with operations in
other East African countries.
 They operate in
manufacturing, food
processing, transport and
logistics, agriculture, property
development, joint ventures
and partnerships.
 It was established in 1986
but started operations in
1989.
 Mukwano is certified by ISO
9001:2015 and ISO
22000:2018
Products of Mukwano Group
 Aqua Sipi water
 Edible oil
 Detergents and soap
 Plastics- chairs, cups
 Cosmetics
 Food stuffs

14.  Inspire with the mission and core values. (the mission states that;
“We are committed to produce safe and quality brands that enrich
the lives of people in East and Central Africa every day”.)
 Continuous inventions and innovations.
 Product and service integrity.
 Premiums and gifts.
 Partnerships – 70,000 registered farmers (tea farms in Western
Uganda, palm oil trees in Kalangala, oil seeds and grains in
Northern Uganda).
 Effective recovery systems
 Sales promotions- offer time limited promotions
 Environmental conservation measures- CSR
 Boosting value proposition- paring products with offers and
discounts that your customers love

15. CUSTOMER RETENTIONSTRATEGIES OF UGANDA
CHRISTIANUNIVERSITY
UCU strategies cover customer experiences
before, during and after their time of
study at the university.

16. Pre-entry Strategies
 Engaging Clients
 Educating customers
 Surprise customers
 Experiential marketing

17. During study strategies
 Improving Customer service/support
 Offering Discounts
 Apologize when mistakes are made
 Referral Programs
 Review of policies
 Availing customers more choices/options
 Branding of staff in key service departments
 Continuously improving customer experience

18. Post-Study Strategies
 Capitalizing on social proof
 Surprise customers
 Performance surveys and dedicated
feedback forms for customers.

19. Other Related strategies
 Uniformity of activities of all campuses
 Stronger online and social media presence and
visibility
 Engaged in radio Talk shows
 UCU Sunday engagements
 Research and development
 Conduct staff training with focus on communications,
responsiveness to communications and customer
service
 Toll free security lines
 Production of information, education and
communication materials (ices)