Reward loyal customers for their continued support.
- Have an event to thank them
- Send a thank you card signed by everyone in your company
- Send out a small appreciation gift
- Mark significant anniversaries like the tenth year of a partnership
Showing posts with label customer retention. Show all posts
Showing posts with label customer retention. Show all posts
Wednesday, October 17, 2012
Loyalty
Reward loyal customers for their continued support.
Monday, October 15, 2012
Account Retention - Part 3
Satisfied vs. Loyal
Most customers fall in the satisfied category. One study estimated 80% of all customers are in this range. Satisfied customers like you, but not enough to pay a higher price for your work. Usually, they don't have strong sense of what sets you apart from the competition, and often they're buying out of habit.
The best customers are loyal customers and the best advertising for your company is their word-of-mouth. Loyal customers fit this profile.
Most customers fall in the satisfied category. One study estimated 80% of all customers are in this range. Satisfied customers like you, but not enough to pay a higher price for your work. Usually, they don't have strong sense of what sets you apart from the competition, and often they're buying out of habit.
The best customers are loyal customers and the best advertising for your company is their word-of-mouth. Loyal customers fit this profile.
- They make regular repeat purchases and pay a premium for your services
- They purchase all offerings that apply to them
- They refer others
- They are immune to the pull of competition
- They tolerate an occasional lapse in quality or service without defecting
Friday, October 12, 2012
Account Retention - Part 2
Dissatisfied vs. Unhappy
There's a big pay off to salvaging shaky partnerships. First of all, rebuilding often turns out to be more profitable and easier than starting from scratch with prospects. Second, rebuilding offers valuable insights into how to create a better company for all customers. And third, a customer who feels they were heard and their complaints addressed often turns out to be an advocate for your services in the marketplace.
For customers deemed dissatisfied, when you get out ask, "What can we do better?" This will help head off dissatisfaction before it turns into unhappiness.
On Monday, I'll share the difference betweem a satisfied customer and a loyal customer.
There's a big pay off to salvaging shaky partnerships. First of all, rebuilding often turns out to be more profitable and easier than starting from scratch with prospects. Second, rebuilding offers valuable insights into how to create a better company for all customers. And third, a customer who feels they were heard and their complaints addressed often turns out to be an advocate for your services in the marketplace.
For customers deemed dissatisfied, when you get out ask, "What can we do better?" This will help head off dissatisfaction before it turns into unhappiness.
On Monday, I'll share the difference betweem a satisfied customer and a loyal customer.
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