Customer switching
In
Reasons
Variability in quality or market
According to a 2013
- Better Price (41%)
- Better Quality (26%)
- Better Service Agreement(15%)
- Better Selection (10%)
- Better Features (8%)
Because of the dominant role of pricing, market tactics like
Affected sectors
Switching is a significant business factor affecting
Serial switching
The term serial switcher was first coined by Charles Turner and David Alexander in their customer relationship management course and then their CRM Pocketbook.[3] It describes a person, who continually moves his/her patronage from one company to another and highlights the ignorance of many organizations, including credit card companies, who strive for customer acquisition regardless of retention rates.
By offering a range of financial incentives, such as free balance transfers or interest free periods, a company may hope to attract new customers. This is superficially attractive to companies if it meets acquisition and competitive switching targets. In practice, however, a serial switcher will not contribute any profit if he/she does not stay long enough to provide a return on investments. The lesson is that lack of integration and analysis across the business allows bad decisions to be made.
See also
- Boycott – Voluntary ban on consuming a product
- Consumerism – Socio-economic order that encourages the purchase of goods/services in ever-greater amounts
- Customer experience – Interaction between an organization and a customer
- Energy customer switching
- Push–pull strategy – Business terms
- Vendor lock-in – Switching costs inhibiting a change of vendor
References
- ^ a b c "Concept of Consumer-Switching Behavior". Retrieved 5 October 2017.
- ^ "The Price is Right: Incentives That Stimulate Switching Behavior". Nielsen. 2013.
- ISBN 9781870471978. Retrieved 2018-08-16.