The defection management process includes all of the following steps except:

Question

Quizplus · Accepted Answer

While minimizing service guarantee payouts may be a potential strategy to reduce defection, it is not considered a step in the defection management process. The other options listed, such as training employees, tying incentives to defection rates, and creating switching barriers, are all commonly used steps in the process. Additionally, communicating the importance of customer retention and benefits is crucial to establishing a customer-centric culture within an organization.

The Defection Management Process Includes All of the Following Steps