From the course: Customer Retention
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Make customer follow-up meaningful, memorable, and personal
From the course: Customer Retention
Make customer follow-up meaningful, memorable, and personal
- If there's any piece of information you take away from this course, I want you to remember this. Your ability to retain a customer has almost everything to do with how meaningful of a relationship you can build with that customer. One of the underlying assumptions of all great customer service expectations and delivery efforts is to understand the power of personalized communications in a world gone mad with automation and cost cutting, and how to balance that to maximize the personal touch. Retention efforts must be meaningful, memorable, and personal. But this is an area where many companies drop the ball. For example, sending something as simple to an existing customer that says, "Dear valued customer," can create feelings of resentment and harm your ability to retain that customer. Or maybe you've heard the recordings that say, "Your call is important to us," and "Your feedback is appreciated." But is the…
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