Avenir Telecom (a distributor in mobile telecoms in the UK), has announced some pretty sweet results regarding its customer retention efforts…
In October 2009, Avenir Telecom and its dealer base reduced customer churn on O2 connections to just 8%. Avenir’s churn rate has been steadily declining each month over the past 12 months and is set to fall even lower in the coming months. This single-digit result is believed to be the lowest sustainable figure achieved by any distributor of Avenir’s size in the UK mobile marketplace.
“Churn has been the industry buzzword all year,” remarks Avenir Telecom’s Managing Director, Andy Tow. “We’ve been working tremendously hard with our dealers on this, specifically with our dedicated customer retention team, which is about to celebrate its first anniversary. So it’s great to come to the end of the year with proof that our efforts are working, and that we’re leading the game.”
OK so it’s not big-ticket news that might excite the pants off you, but on the other hand, this does go some way to explaining why O2 are far and away leading the market in the UK at the moment – if you introduce exclusives like the iPhone and Palm Pre, and then manage the customers that are potentially wanting to churn well, you’ve got both sides of the equation under control – customers coming in to O2’s network, and not many leaving – nice!