Category Archives: Customer Retention

What Your Customers Really Think

Posted on July 23, 2008 by Tom Gray

Marketing Sherpa provides great information and guidance on what works, and doesn’t, in all aspects of marketing. They recently published a chart reflecting the results of a poll conducted with webinar attendees. The results, if you’re a vendor, should be … Continue reading →

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Customer Retention, Part 2

Posted on June 19, 2008 by Tom Gray

Worth repeating (from the American Marketing Association newsletter)… A two-percent increase in customer retention has the same effect on profits as cutting costs by 10 percent.1 — 1 Business Gain from How You Retain, CMO Council with CSC, IBM and … Continue reading →

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OpenTable – Very Nice Post Event Marketing Follow up

Posted on June 17, 2008 by Tom Gray

Whether you sell products or services you can steal a page from OpenTable.com‘s approach on how to follow up with your customers. OpenTable is the leader in providing online restaurant reservations. They do an excellent job on the front end … Continue reading →

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Are Your Customers Happy? Ask One Question to Find the Answer…

Posted on July 29, 2007 by Tom Gray

What’s the question? Would you recommend this product (or service) to a friend (or colleague)? I came across this gem in a pile of articles (Business 2.0, September 2005, The Only Question That Matters) that have been gathering dust waiting … Continue reading →

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Sprint, Customer Service and Wondering if it’s Ever Okay to Fire Your Customers

Posted on July 17, 2007 by Tom Gray

Is it ever okay to fire your customers? The small or struggling business may gasp in horror, “NEVER!” But the truth is that we fire customers everyday; too often in a passive aggressive manner of being slow to respond, offering … Continue reading →

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Track What People are Saying About You, Your Company, Your Products

Posted on July 12, 2007 by Tom Gray

Don’t be caught off guard by negative reports about you, your company or the products and services you offer. Likewise, don’t fail to take advantage of the positive buzz that the online community generates on your behalf. Failure to track … Continue reading →

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Customer Service Equals Marketing and Sales

Posted on June 14, 2007 by Tom Gray

Another long post so here’s what my key points are: Customer service should be the most effective marketing and sales tool in your tool box – guaranteed, you lose business when it’s not. In most cases, some revenue trumps no … Continue reading →

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Deepen the Connection between You and Your Customer

Posted on June 3, 2007 by Tom Gray

This is a long post so I’ll cut to the chase by offering you the marketing action points upfront that are derived from the story that follows… Think outside the box by offering variations on your products and services that … Continue reading →

Posted in Consumer Confidence, Customer Retention, Effective Web Design, Marketing, Web Usability | 2 Comments

Remember the Rule of 7s to Increase Sales and Customer Retention

Posted on May 24, 2007 by Tom Gray

Sat in on a late night infomercial, er…, webinar from the folks at Infusion CRM. The one nugget I took away from the hour was the Rule of 7s. Most of this stuff is old hat but for many of … Continue reading →

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You Don’t Bring Me Flowers … (But it’s 1-800-Flowers Fault!)

Posted on May 7, 2007 by Tom Gray

1-800-Flowers.com uses email as aggressively as anyone out there when it comes to email marketing. From time to time I use their service to send flowers to friends and family. Of course, once I identified myself as a customer, their … Continue reading →

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