An analysis of the customer retention strategies used by International money transfers in Zimbabwe

This study is premised on the fact that, it is costly to attract new customers, to this note, firms always try to find strategies to retain their current customers and concentrate on different factors which enhance the customer loyalty amongst the customers of the organizations. This research seeks to analyse the strategies that International money transfer agencies in Zimbabwe are implementing to retain customers given a dwindling customer base. The researcher used an explanatory research design which allowed the researcher to analysis the various strategies used by International money transfer organisations (MTO). The results obtained indicated that the frequently used strategies among others include Loyalty reward programme, Complaint handling, Value addition and Customer relationship management. The clients however showed that they are not satisfied especially with the time it takes for them to be served though they were fairly satisfied by the way their complains were handled The researcher recommended that mobile money transfer services should be implemented effectively as it provides convenience to the clients. More so, customer care training programmes should be embarked on workers more frequently so that clients stay delighted.