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Waste Management and Customer Relationships

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What do weekly trash pickups have to do with customer relationships - why is it important?
Do you have weekly trash pick up from an outside company like Waste Management? Do you talk to neighbors about the service (word of mouth)? If so, what are they doing RIGHT or WRONG that you think Waste Management could learn from?

How does a 2 percent reduction in churn among 27 million customers sound? Why is this important? Be specific. Provide revenue figures based on $40 per month refuse charges. (Churn rate = For any given period of time, the number of participants who discontinue their use of a service divided by the average number of total participants. Churn rate provides insight into the growth or decline of the subscriber base as well as the average length of participation in the service).

Should they be keeping a database on your refuse needs? Should they track customer history?

What other ONE-TO-ONE initiatives could a company like WASTE MANAGEMENT try? Be innovative!

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What do weekly trash pickups have to do with customer relationships - why is it important?

The ability of a customer to put out their trash and know it is going to be picked up and they do not have to deal with it further is the most important aspect of trash pickups. Not all companies are concerned with the issue. If there is a holiday, the schedule changes might mean they should notify the customers, but often they do not and trash is left out, only to be turned over by animals or vehicles, leaving the customer with a mess to clean up. These types of events can create poor customer relationships, which can spread to others, creating problems for the company.

Do you have weekly trash pick up from an outside company like Waste Management? Do you talk to neighbors about the service (word of mouth)? If so, what are they doing RIGHT or WRONG that you think Waste ...

Solution Summary

Waste management and customer relationships are examined in the solution.

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