Tuesday, November 22, 2011

Stay in Front of Customers

According to Retail Active, the mystery shopping and brand audit company:

  • Repeat customers spend 33% more than new customers.
  • Referrals among repeat customers are 107% greater than non-customers.
  • It costs 6x more to sell something to a prospect than to sell that same thing to a customer.

It is important to stay in front of current customers for 5 reasons:

  1. Upsell them services. More bandwidth. Another phone. Managed router.
  2. Cross-sell them a servcie from a partner like backup.
  3. Get Referrals! Best way to get one is to give one!
  4. Get a Testimonial. Written, audio or video - or a recommendation on Yelp or LinkedIn.
  5. So that they don't leave you.

Why do customers leave you? Here are 4 reasons, but the largest percentage is #4.

  1. They felt your pricing was too high or unfair.
  2. They had an unresolved complaint.
  3. They took a competitors offer.
  4. They left because they felt you didn't care.

Stay in front of your customers while providing value.

To all my readers - and especially to my customers - Thank You! and Happy Thanksgiving!

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