Retention

It is your job to know all there is to know about your business. Your livelihood depends on it. Your customers and prospects are different. Most don’t know the intimate details about your company, products, services, processes, and policies. They do know when they have a problem that needs solving. It’s up to you to [...]

Acquisition: Customers acquired with email marketing are loyal and responsive. Use every channel to acquire email addresses so you can connect on a 1-to-1 basis. Retention: Email is the best channel for speaking directly to your customers because it is personal and economical. Use it to inform, promote, and show that you value their business. [...]

In a world where all products and services are rapidly becoming commodities, the only thing that differentiates one company from another is the relationship with individual customers. It is impossible to deliver sustainable growth and profitability without focusing on the people who financially support your business.

This means that every person, process, and policy within your organization has to make it easy for your customers to complete their transactions. Time and effort are the most valuable resources today. Helping people to maximize their efficiency binds them to you. The only way to do this is with an integrated marketing and customer care strategy that includes everything from initial contact to order fulfillment.

Acquiring customers is hard. And, it is very expensive, with costs rising every day. Yet, many companies forget about new buyers as soon as they make their first purchase. They don't realize that the heavy lifting begins when shoppers make that first purchase. It's the only way to move people from hit-&-run shoppers to long-term loyal customers is to provide a level of care that consistently surprises them.