Keep 'Em Coming Back for More - Keys to Customer Satisfaction

Old customers are a business' best friends...especially when the economy stinks. So why blow your marketing budget on unprofitable programs? Focus your resources where it matters: on your existing customers and their customer satisfaction.

According to the Customer Service Institute, it costs five times more to attract a new customer than to keep an existing one satisfied. Ouch!

So how do you keep them coming back for more?

KNOW YOUR CUSTOMERS.

Ask your customers what they want and need. Go low-tech with a simple survey on a feedback form. Let them know you value their opinion.

STAY IN TOUCH.

Don't let too much time pass without reminding your customers about your business. Mix it up with your communications: email, direct mailer, phone call - even a handwritten note. Just make sure you don't let more than four to six weeks go by without reaching out.

FOLLOW-UP WITH CUSTOMERS.

 Just because the work is done...doesn't mean it's really done. Contact your customers after a big project to find out if they are pleased with your work. Follow up and correct problems before they become bigger.

ENTERTAIN YOUR CUSTOMERS.

No matter what business you are in, entertaining customers is a reality. Make it fun and interesting! Give them an experience they can't get anywhere else.

REWARD YOUR CUSTOMERS.

Ever been surprised with a free dessert at a restaurant? Well, your customers like free surprises, too! There are many inexpensive and inventive ways to say "Thank you!" to valued customers.

The key to surviving an economic downturn is keeping your customers coming back for more. And that makes everyone happy!