Research Topics:

Competitor Customer Research | Customer Loyalty | Customer Recovery Studies

Content Type:

Glossary

Customer Recovery Studies Definition

Study to identify which lapsed customers represent the most long-term value once the customer is regained. May include a study of the best process for recovering lost customers.

Customer recovery studies analyze customer experiences following a service failure or product dissatisfaction. What’s more, they seek to identify the reasons why long-term customers ended their relationships with businesses and products. The analysis examines the strategies, processes and communication methods used by businesses to deal with customer issues and concerns. The goal of the studies is restoring customer satisfaction and loyalty. Benefits of the studies include identifying pain points in their customer experience, developing strategies to fix issues and improve service quality. By addressing customer concerns promptly and effectively, businesses can quickly rebuild trust and demonstrate their commitment to customer satisfaction. That can lead to higher customer loyalty, positive word-of-mouth marketing and improved brand reputation.

Who relies on customer recovery studies?

Business sectors in which maintaining positive customer relationships is key to survival – hospitality, retail, telecommunications and e-commerce, for instance –  rely on customer recovery studies to enhance products, services, strategies and customer retention efforts.

Why should I care about customer recovery studies?

Customer recovery studies offer insights into customer behavior, expectations and perceptions  when something related to a product or brand goes wrong. Turning to effective recovery strategies during unforeseen situations not only prevent customer loss, but also turn disgruntled customers into loyal advocates. Recovery studies are beneficial because they can make a significant difference in maintaining a strong customer base and fostering sustainable growth.