Customer Retention

George Hincapie · 6 Feb 2013 at 20:02

I'm just posting this out of curiosity, but I'd be grateful if any of you could provide any anecdotes.

I have been a continual customer of Orange for 10 years at least now. If I were to want to switch networks, how hard would they try to keep me? My usual monthly spend is in the order of £35 - £50, so I wouldn't imagine that I am massively profitable for them.

What inducements might I be offered? What inducements have any of you been offered in similar circumstances?

Thanks.

George Hincapie · 6 Feb 2013 at 22:44

That's not really the sort of feedback I was after - no offence. I was after specific examples of what might be offered.

Anyone else?

George Hincapie · 7 Feb 2013 at 00:09

BigBruiserAl said:
We dont have a cancellations dept any more. Also spend is not really a big thing anymore its all about investment. When you come through we can see all your details if what you ask for gives a +profit you will attempted a save

Hmmm...that's not really the position I'd expect after so long as a customer. So I'm not worth anything then. Fair enough, I'll move.

Thanks.

George Hincapie · 7 Feb 2013 at 09:58

Richie said:
It still confuses me why people go on about companies not rewarding customer loyalty when these customers think that staying with a company for a while should be seen as such. In most cases, the people stay because they are getting the best deal or are too lazy to move and not because of any loyalty to a company.

OP - what makes you such a loyal customer?

When I first started using Orange it was because they had a strong brand. I've never really had any issues with them, I've always upgraded with them within 6 months of being able to (although I did keep my Orange SPV for 4 years) and I've never really considered leaving.

I'm happy with the service, but I guess I just feel a little like my custom is taken for granted.

George Hincapie · 7 Feb 2013 at 10:12

iamtheoneneo said:
lol are you for real?
They are a business and you are one customer out of millions. Do you honestly think they care if you leave or stay? and their certaintly not going to bend over backwards to keep you as £40 is nothing to them compared to the hundreds they get from other clients a month.

Wow. Thanks for making me feel like crap. I was asked a question and I answered it. You would have preferred that I not post at all?

Customer retention is about making customers feel valued so they won't think to move to a competitor. If the reality is, as you suggest, that we are all expendable, then that would seem to be a pretty shoddy way to run a business to me. It clearly works for them though.

George Hincapie · 7 Feb 2013 at 11:14

Myshra said:
Moving network often, network signal permitting, is worth several hundred per contract change to the average consumer.

And how does the customer benefit precisely? The contracts are all much of a muchness, so you get your mobile, unlimited texts and unlimited calls/data for £35 a month or so. I don't really see that much of a saving to be made among any of the networks.

I've had a look at mobiles.co.uk and they have some nice offers on new contracts where you get a 'free' Galaxy tab 2 or whatever, but the contract price is such that you're paying at least £10 PCM more, so over the term of the contract you've paid for it yourself and it's not free at all.