The document discusses a company's mission to provide honest and anticipatory customer service, retain customers through various strategies like regular communication and resolving issues, and outlines their services which include customer engagement, surveys, and interviews to better understand customers and strengthen relationships. It also provides credentials of having 14 years of banking industry experience and working with various customer segments to service their needs.

2. Our Statements
MISSION
• Provide honest, consistent and detailed
feedback to our customers.
• Our services are to expect and anticipate
customer’s needs
• Maintain customer confidentiality, develop
customer relationship and nuture trust.
• Partner with customer to increase their
revenue and enhance their reach.
VISION
To be the most customer concentric
organization thereby creating niche
position with Small Medium Enterprises
and Mid Market Enterprises.

3. Customer Retention facts
• 96% of unhappy customers don’t complain, however
91% of those will simply leave without giving reason
and never come back.
• 68% leave because they were unhappy with the service
they received, 14% were unhappy with the product or
service and 9% decided to use a competitor.
• A customer is 4 times more likely to defect to a
competitor if the problem is service related than price
or product related.
• A unhappy customer will tell between 9-15 people
about their experience. Happy customers who get their
issue resolved tell about 4-6 people about their
experience.
• It costs 6 – 7 times more to acquire a new customer
than retain an existing one.
• A 5% increase in customer retention can increase
profits by 25% to 125%.

4. Customer Retention facts
• The probability of selling to an existing customer is 60 –
70%. The probability of selling to a new prospect is 5-
20%.
• A 2% increase in customer retention has the same effect
as decreasing costs by 10%.
• It takes 12 positive experiences to make up for one
unresolved negative experience.
• 55% of customers would pay extra to guarantee a better
service.
• 80% of customers prefer to speak with a representative
at the weekends.
• 55% of current marketing spend is on new customer
acquisition, 33% on brand awareness and only 12% on
customer retention.

5. Customer Retention Strategies
• While 96% unhappy customers do not complain, but those who
complain are giving you a gift to better your product and
services.
• Keeping in touch using a rolling calendar of communications
such as programmed sequence of letters, emails, phone calls,
thank you’s, special offers, follow-ups, magic moments and
cards or notes with a personal touch does wonders.
• Customer churn can be avoided by simply just listening to your
customers. Customer feedback surveys are a great way to learn
how your service is performing in relation to your clients
expectations.
• Greater personal interactions with customers through customer
interview will resolve ambiguities, useful information can be
obtained and higher response rate can be achieved.
• B2C and B2B need to function more like P2P, as in People to
People, companies.
• Your clients are online and glued to their mobile or computer
screens. Focus on building social profiles on LinkedIn, Twitter
or Facebook. These major social media websites will help build
relationships.

6. “ You understand your business and customer
better than anyone else, we reinforce your
insight to your customers the benefits of doing
business with you.”

7. Service
SalesMarketing
Management
Customer Engagement
Customer Survey
Survey Analysis
Customer Interview
Services Offered

8. Customer Engagement
• Magic Moments (Corporate Events)
• Regular review
• Corporate Gifts
• Social Media
• Periodic Newsletter
• Loyalty Programs

9. Customer Interview
• Corporate Interviews with key company personnel.
• To obtain detail and perspective of the business.
• To focus on the opportunity for expanding the
business.

10. Customer Survey
• Survey construction.
• Customer satisfaction
• Customer loyalty
• Customer product and
services
• Outstation Customer survey
• Third party customer situated
outside India.
• Local Customer Survey
• Third party customer situated
in India.
Telephone
Email
Online
Facebook
Personal

11. Survey Analysis
• Draw accurate and meaningful conclusions about the
survey responses.
• Present findings in simplified manner through
graphical and visual representation.
• Draw the survey analysis report that will enable
strategic decision making.

12. Credentials
• 14 years of experience in Banking Industry.
• Association with experts in the Industry.
• Experience in handling following customer segments:
• Small Medium Enterprises
• Mid Market Enterprises
• Top Tier Local Clients
• Financial Institutions
• Global Clients
• Educational Qualification of the promoter : MBA
(Marketing) and LLB.

13. M. R. Jha
Room No. 22, 4th Floor,
Esplanade Mansion,
144, M. G. Road, Fort,
Mumbai - 400 023
T +91 22 2283 5285,
M +91 99870 33911,
contact@moreyeah.com
Contact Details