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CRS| HMC Market Consulting | October 2014 
„Customer RecoveryStrategy“
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |1 
Customer-recoverystrategy 
Potential 
customers 
Existingcustomers 
Former 
customers 
Customer- acquisitionstrategy 
Customer-retentionstrategy 
Customer-recoverystrategy 
Customermanagement
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |2 
Customer-recoverystrategy 
Reasonsfor customerrecovery 
•BritishAirwayshascalculatedthatthismeasurebringsreturnsof 200%. 
•Eventhoughcustomersmayhavebeenlost, the company stillenjoysa certaingoodwill. Afterall, thesecustomerswereonce the company’spartners. 
•Followingrecovery, theyshow increasedconfidenceand strongerloyality. 
•Recoveryleadsincreasedprofitability, largelybecausethe business relationshiphasexpanded, an expansionbasedon strongercommitmentand a greaterreadinessto recommendthe company to others.
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |3 
Customer loyality/profitability
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |4 
Customer loyality/profitability 
Time
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |5 
Customer-recoverystrategy 
Approach
October2014 |Customer-recoverystrategy–HMC Hans Herrmann 
© HMC Market Consulting |6 
contact 
HMC Market/PR ConsultingHans Herrmann 
Dr.-Albach-Straße 28 
D-64720 Michelstadt 
Telefon: +49 (0) 6061-70.18.83 
Fax: +49 (0) 6061-70.18.84Mobil:+49 (0) 171 -450.74.93 
E-Mail: info@market-consulting.eu 
Internet: www.market-consulting.eu 
Ansprechpartner für diese Präsentation: 
Hans Herrmann

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Customer recovery strategy

  • 1. CRS| HMC Market Consulting | October 2014 „Customer RecoveryStrategy“
  • 2. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |1 Customer-recoverystrategy Potential customers Existingcustomers Former customers Customer- acquisitionstrategy Customer-retentionstrategy Customer-recoverystrategy Customermanagement
  • 3. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |2 Customer-recoverystrategy Reasonsfor customerrecovery •BritishAirwayshascalculatedthatthismeasurebringsreturnsof 200%. •Eventhoughcustomersmayhavebeenlost, the company stillenjoysa certaingoodwill. Afterall, thesecustomerswereonce the company’spartners. •Followingrecovery, theyshow increasedconfidenceand strongerloyality. •Recoveryleadsincreasedprofitability, largelybecausethe business relationshiphasexpanded, an expansionbasedon strongercommitmentand a greaterreadinessto recommendthe company to others.
  • 4. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |3 Customer loyality/profitability
  • 5. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |4 Customer loyality/profitability Time
  • 6. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |5 Customer-recoverystrategy Approach
  • 7. October2014 |Customer-recoverystrategy–HMC Hans Herrmann © HMC Market Consulting |6 contact HMC Market/PR ConsultingHans Herrmann Dr.-Albach-Straße 28 D-64720 Michelstadt Telefon: +49 (0) 6061-70.18.83 Fax: +49 (0) 6061-70.18.84Mobil:+49 (0) 171 -450.74.93 E-Mail: info@market-consulting.eu Internet: www.market-consulting.eu Ansprechpartner für diese Präsentation: Hans Herrmann