During last week’s #leadershipchat, Becky Carroll (Customers Rock!), author of “The Hidden Power of Your Customers” shared great insights on why companies should focus more efforts on extraordinary customer service for existing customers. For me, she was speaking to the converted. I’m a huge proponent of a paradigm shift to spending more money and time focused on loyal customers, and less on trying to get new ones. In fact, I believe that if you do this, you will win the war of customer service.
Myth: An advertised deep discount will get me more customers.
Fact: If your team is not fully engaged and ready to deliver exceptional customer experience, one-time trial will be all you get.
Depending on your business, deep discounts could lose the service war for you. Customers could simply take advantage of the discount, not buy anything additional, leading to lost revenue. Discounting may also cheapen the perception of your brand and in the end, kill it.
Myth: I have to get new customers in order to grow my business.
Fact: Building your business through existing customers is more effective.
Becky lists 5 ways you can do this in her book, abbreviated here:
- Renew existing business, returning for more
- Buy more from you through cross-selling or up-selling
- Customer expands (eg growing business or family) and needs to buy more
- They refer or recommend you
- Their referral results in a new sale
If you do these right, you’ll be winning the customer service war.
Myth: If I just give my existing customers good service, I’ll reap the rewards of those 5 opportunities!
Fact: Just good service doesn’t cut it.
What do you think about the customer service war?
Do you have examples of new customers reaping benefits, while existing customers make decisions whether to stay or go elsewhere? Or is there someone who’s doing an amazing job at keeping existing customers happy? Share your experience in the comments!
Hi there! This blog post could not be written any better! Looking at this article reminds me of my previous roommate! He always kept preaching about this. I will send this information to him. Pretty sure he'll have a very good read. Many thanks for sharing!
Hi there, You've done an incredible job. I will definitely digg it and personally recommend to my friends. I'm sure they'll be benefited from this site.
I like it when individuals get together and share ideas. Great website, stick with it!
Pretty! This has been an incredibly wonderful article. Many thanks for supplying these details.
Wow, superb blog layout! How long have you been blogging for? you make blogging look easy. The overall look of your web site is excellent, as well as the content!
It's perfect time to make a few plans for the long run and it's time to be happy. I have read this put up and if I may just I wish to suggest you some attention-grabbing issues or advice. Maybe you could write next articles relating to this article. I wish to read more issues about it!
I don't even understand how I stopped up here, however I believed this post used to be great. I don't know who you might be however definitely you are going to a well-known blogger should you aren't already. Cheers!
Hi to all, the contents existing at this site are actually remarkable for people knowledge, well, keep up the good work fellows.
Hi, Neat post. There's an issue along with your site in web explorer, may check this? IE still is the market chief and a big component to folks will omit your wonderful writing because of this problem.
Hello, i think that i saw you visited my website so i came to “return the favor”.I am trying to find things to improve my website!I suppose its ok to use a few of your ideas!!
I've learn several good stuff here. Certainly worth bookmarking for revisiting. I surprise how a lot effort you set to create any such great informative website.
Hey there! I've been following your site for some time now and finally got the courage to go ahead and give you a shout out from Austin Tx! Just wanted to say keep up the fantastic job!
Woah! I'm really loving the template/theme of this website. It's simple, yet effective. A lot of times it's difficult to get that "perfect balance" between superb usability and visual appearance. I must say you've done a great job with this. Also, the blog loads super fast for me on Chrome. Excellent Blog!
I don't even know how I ended up here, but I thought this post was good. I do not know who you are but certainly you're going to a famous blogger if you aren't already ;) Cheers!
I was recommended this website by my cousin. I'm not sure whether this post is written by him as no one else know such detailed about my difficulty. You are incredible! Thanks!
Wonderful beat ! I wish to apprentice while you amend your web site, how could i subscribe for a blog web site? The account helped me a acceptable deal. I had been tiny bit acquainted of this your broadcast provided bright clear idea
Very descriptive article, I enjoyed that a lot. Will there be a part 2?
If you wish for to improve your familiarity just keep visiting this website and be updated with the most up-to-date gossip posted here.
With havin so much content do you ever run into any problems of plagorism or copyright violation? My website has a lot of exclusive content I've either written myself or outsourced but it seems a lot of it is popping it up all over the web without my authorization. Do you know any techniques to help prevent content from being stolen? I'd truly appreciate it.
What's Happening i'm new to this, I stumbled upon this I've found It absolutely helpful and it has aided me out loads. I am hoping to contribute & help different customers like its helped me. Great job.
You really make it seem so easy with your presentation but I find this matter to be really something that I think I would never understand. It seems too complex and extremely broad for me. I am looking forward for your next post, I will try to get the hang of it!
Yes! Finally something about ps4 games.
Google Sites of interest we have a link to.
Hey There. I found your blog using msn. This is an extremely well written article. I'll make sure to bookmark it and return to read more of your useful info. Thanks for the post. I will certainly comeback.
Hey! Do you know if they make any plugins to help with Search Engine Optimization? I'm trying to get my blog to rank for some targeted keywords but I'm not seeing very good gains. If you know of any please share. Many thanks!