I recently read an interesting state on Drew's Marketing Minute: 70% of business lost in America is lost due to post-sales apathy. Now, I don't know where that 70% number came from, but it's terrifying. Too many organizations are out there just focused on bringing in more customers, not worrying about keeping them (happy). When it costs ten times more to acquire a new customer than keep an old one, it's shocking so much business would be lost because you ignore a customer post-sale.
Drew says, If you don't have a customer retention program - one that turns your clients into raving fans... you need one. And you know what? I agree.
Your retention program should be simple and easy to implement. If you make it too difficult, you're probably not going to want to do it. After you implement it, consider doing a post implementation survey. Find out if your program is working, what changes you need to make, what isn't working, what's going great?
No CEO wants to see clients leave because your sales staff or client services team wasn't paying enough attention to them. As always, I'd love to hear about client retention programs you've implemented, what worked and what didn't?
Drew says, If you don't have a customer retention program - one that turns your clients into raving fans... you need one. And you know what? I agree.
Your retention program should be simple and easy to implement. If you make it too difficult, you're probably not going to want to do it. After you implement it, consider doing a post implementation survey. Find out if your program is working, what changes you need to make, what isn't working, what's going great?
No CEO wants to see clients leave because your sales staff or client services team wasn't paying enough attention to them. As always, I'd love to hear about client retention programs you've implemented, what worked and what didn't?
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