Costco

Customer Retention: Keep ‘em Coming Back for More
February 14, 2006

Missing Person Description: high-quality multichannel buyer Last Seen: purchasing online 18 months ago The Details: A customer placed an online order for top-quality merchandise 18 months ago. Delivery confirmation was received three days later. Your repeated attempts to contact the customer via direct mail and e-mail have been met with no response. This customer is extremely valuable, with a high lifetime value and history of repeat purchases. Please forward any information as soon as possible. Do you know which customers are missing in action? Somewhere deep in your housefile are people who no longer shop from you. For some, service and quality issues alienated