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Tag Archives: customer retention

Older customers are better than newer customers

Everyone knows you make more money selling more to existing customers than you do from new customers.  But most promotions are focused on special deals for new customers. That’s expensive — and it often pisses off loyal customers who feel screwed. When’s the last time you improved things for existing customers? Here’s a fantastic example […]

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Do you know what might be killing you?

I love this great new website we use to manage recruiting. It’s a huge step up from our old platform, with many more features.  But it’s sloooooow. It makes the same job take twice as long. Which may be a deal-killer. I don’t have the time for better if it’s also more time-consuming. Creating the […]

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I notice when you squeeze me (and I don’t like it)

We use a hosted email service that makes it very easy to add a user with just a few clicks, and it automatically adjusts the bill up. But when you cancel a user, you have to contact them to reduce the price. They could easily automatically reduce the price. They do it willingly on request, […]

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When the credit card bill is too thick to fold …

… it should come in a velvet box. Or at least, it should trigger an alert to your team that someone is doing a lot of business with you and would appreciate a little love.  Are you paying attention to the subtle signals? Or just the same old data?

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Go ahead, pinky swear!

Here’s a guest post Drew McLellan, CEO and Top Dog at McLellan Marketing Group, wrote for our WordofMouth.org project. Check it out for more great word of mouth marketing tips like this every day. I’m going to tell you the secret to incredible customer service, customer retention and word of mouth referrals. It’s quite complicated, so you’ll […]

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Does being nice increase customer retention?

When’s the last time one of the services that auto-bills you bothered to send you a reminder before they sent the bill? Be nice to your loyal customers before you reach back into their pocket. Customers liking you is the first step in getting them to stick around, and that starts with being polite. You […]

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Paying for love doesn’t work

[Here’s a recent post I did for the SmartBlog on Social Media. You can follow the blog here or subscribe to the newsletter here.] Paul McCartney was right: Money can’t buy you love. It just doesn’t work — at least not anymore in an era where we’re getting better at ignoring the marketers obsessed with interrupting us. […]

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She left me standing there, and I don’t know why

I was a customer of a very good web hosting service for many years — until I cancelled my account last month. Cancellation was easy — I did it online and it was hassle-free and efficient. I left with a positive feeling. But they have no idea why I left. Why didn’t they call? Why […]

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She left me standing there, and I don't know why

I was a customer of a very good web hosting service for many years — until I cancelled my account last month. Cancellation was easy — I did it online and it was hassle-free and efficient. I left with a positive feeling. But they have no idea why I left. Why didn’t they call? Why […]

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