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Old 09-22-2005, 12:42 PM   #1 (permalink)
 
Join Date: Oct 22 2003
Posts: 6
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1. Would you like to know how well you do at keeping your clients? Would you like to know why clients leave? Are you interested in making more money?
2. I am participating in a client retention study being conducted by two professors; Professor Tiffany White, University of Illinois and Professor Katherine Lemon, Boston College.
3. I have given them all my client profile data (Client_profile.mdb in Helios) and the transaction data for the last 8 quarters (6/1/2003 – 6/1/2005 Transact.mdb in Helios). If you would like to participate in the study let me know or contact Professor White directly (tbwhite@uiuc.edu).
4. Of course all the data will be kept private and safe. Neither your salon name nor your client names will be used in the study.
5. They are moving quickly on the study. If you desire to participate please act quickly.

Professor Tiffany White’s Request for Data in Her Own Words

1. A set of customers (random if possible)
2. Data on those customers including:

a. Start date
b. Drop date (if dropped)
c. Description of package
d. Any upgrade or downgrade of package
e. How they pay (credit card, billing, cash, etc.)
f. Actual usage levels (and dates if possible)
g. Satisfaction data
h. Any other data you have onhand about a given customer
i. Any demographics you would be willing to provide (this is, of course, all confidential) - and we'd only report such data in the aggregate
j. Any email promotional material sent to customers (and any redemption information you have)

Of course, analyzing such data would ideally lead to some interesting ideas about other variables we might examine in order to further our understanding of issues related to customer retention. For example, we are generally interested in factors influencing when customers will remain in versus drop ongoing service relationships. One issue that interests us lately is how keep/drop decisions are influenced by uncertainty on consumers' parts about how often they will use a given service in upcoming months. Intuition and theory suggest consumers would be more likely to drop under these circumstances, particularly in non-contractual service relationships. However, we are interested in types of marketer interventions (e.g., customized communications, particular types of message appeals, etc.) that might effectively decrease the rate of dropping - even under conditions of future consumption uncertainty. We are also interested in customer acquisition strategies like permission-based marketing and its effects on consumers' orientation towards firms (e.g, their trust, committment and/or loyalty).

Anyway, no need to dump my entire stream of research on you. Suffice it to say that I'm very enthusiastic about the possibilities. Having "real" data, and access to "real" customers is invaluable to me and I appreciate any help you can give me. If you're still reading and think you'd be willing to help me out, please let me know. tbwhite@uiuc.edu
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