By Paul R Timm PH.D.
Considering the fact that publishing the 1st variation of this vintage that has bought over 250,000 copies, the demanding situations of retaining customers-or growing client loyalty-has turn into much more pressing. eventually, each winning firm needs to allure, serve, and win the loyalty of consumers via delivering useful items and providing first-class carrier. Turned-off shoppers produce devastating ripple results that speedy drag businesses right into a morass of mediocrity, whereas businesses that creatively practice a continuing circulation of small, customer-centered strategies see constant and protracted strengthening in their client base. This booklet gets all managers and staff brooding about the little issues that could make the entire distinction. If everybody in a company improves expertise of the easy but robust rules during this quantity, the corporate can and should see dramatic advancements in provider and patron loyalty. The effect at the base line should be dramatic.
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Extra info for 50 powerful ideas you can use to keep your customers
That's $2,600 a year or $26,000 over a decade. Perhaps she would shop at Happy Jack's for a lifetime, but we'll use the more conservative 10-year figure for illustration. But ripple effects make it much worse. Studies show that an upset customer tells, on average, 11 other people about an unhappy experience. Some people will tell many more, but let's assume that Mrs. Williams told 11. The same studies say that these 11 may tell an average of five others each. This could be getting serious! Page 18 How many people are likely to hear the bad news about Happy Jack's?
What can you do to improve timing and follow-up in your organization? A simple form can help you follow up with customers and avoid the possibility of commitments dropping through the cracks. Make up your form in a notebook or on separate sheets. Include these four columns: Customer Follow-Up Form Date Commitment (name, phone number, what you promised) Due Done Page 54 18. Explain How Things Work An automobile sales rep surprised meE-Plussed mewhen I bought my last car. He took about 45 minutes showing me all the features of the car and how to work every one of them.
This book tells how to use that key. But first, let's look at the downside. What happens when we give poor service and the customer quits being a customer? The Terrible Cost of the Lost Customer Most people don't understand the real cost of a lost customer. When an unhappy customer decides to stop doing business with us, the costs are much more than we realize. Page 16 To get a clearer view of the real costs, let's consider a business we can all identify with: a grocery supermarket. Here's a story of Mrs.
50 powerful ideas you can use to keep your customers by Paul R Timm PH.D.