Never Lose a Customer Again

Businesses Don’t Catch as Well as They Chase

What happens during the “quiet period” between the customer’s making a purchase or signing up for your service and your first major interaction? (Hint: Don’t worry if the answer is “Actually, nothing.” That’s what happens

Despite the fact that cellphone contracts are notoriously draconian and require you to give up your firstborn child to break them, 21 percent of cellphone customers break the contract within the first 100 days.

Doing the “homework” to tailor the experience to your prospective clients is an incredible way to show them how much you actually care. By investigating the individual’s interests, likes/dislikes, hobbies, and habits, you can easily craft a series of interactions that will

How can you use in-person interactions during this phase to celebrate the customer’s achievement? How can you time your emails to celebrate as soon as the customer’s primary goal is accomplished? How can a customized mail piece celebrate the customer reaching this important milestone? How can phone conversations add a level of personalization and s

Potential assessment activities

If you want to know about your customers, it’s okay to just ask. Once they answer, you must use this information to make their future experience and interactions more personalized and meaningful. That means recording the information in a customer relationship management tool and then making sure to circle back to it later in the relationship.

I’ve been giving speeches about this topic for over a decade, and I’ve asked approximately 100,000 audience members—almost all of whom worked in business—why they don’t provide a great customer experience for their customers. The answer almost always boils down to this:

Companies Reward Acquisition over Retention