One of the biggest mistakes that business owners make is to make the sale, take the money and never communicate with the customer again. In fact, the number one reason people leave businesses and purchase from other companies is indifference.
This doesn’t mean the company they purchased from has a bad product or even has lousy customer service. It just means there was nothing exceptional about the experience. Nothing happened to cause the customer to have even a hint of brand loyalty.
The tragedy in this is that it takes so little to make your new customer feel special and create the WOW factor in their minds when it comes to your company. In addition, it could be costing you by trying to attract new customers instead of retaining the existing customer. I’ve seen estimates that it costs between 5 to 8 times more to acquire new customers compared to retaining existing customers.
But let’s stop and think about this for a minute. Who is essentially your best prospect? [Read more…] about Do your customers say, “Wow!”?