good news is that advertising works. I've witnessed real, measurable results making
me a big believer in advertising. The bad news is that it's the most expensive
way to grow your business - you are literally buying new customers. Don't get
me wrong, adding new clients to your customer base is critical to the success
of your business and advertising is the means to do that.
so much attention is focused on growing your customer list, what is often overlooked
is that your current customer base is your best source for additional revenue.
It's most likely to be the most valuable asset of your business and unfortunately
every year a percentage of that customer base stops doing business with you. What
you need to do is limit that loss because the longer you hold on to a customer,
the more money you make.
It costs six times less to retain an existing customer than to acquire a new one.
2. Your customers know your business and are comfortable doing business with you.
You're the incumbent supplier, a known quantity and inertia usually prevents them
from switching. Most likely, they are less price sensitive (and picky) than new
customers and prospects. 3. Loyal customers usually place bigger orders because
they trust you. 4. Loyal customers give you referrals.
what's the secret to keeping your customers and how do you prevent them from defecting?
You have to give them exactly what they want. And how do you find that out? You
That sounds so simple, but
when was the last time you picked up the phone, called a customer and said "Hey
Bob, how are we doing?" Think about it, an objective, marketing-minded customer
survey for your company could pay huge dividends. Here's what you need to find
1. What are your customers' perceptions
of your company? 2. What can you change to improve the overall customer experience?
3. What kinds of products or services they are looking for? 4. What is the likelihood
that your current customers will purchase from you again? 5. How are you viewed
in relation to your competitors? 6. Are you making decisions based on your most
vocal customers or your entire customer base?
the data from your customer survey to help you understand how your relationship
is currently perceived by your customers and what actions you may need to take
to improve the relationship - and to enhance customer satisfaction, loyalty, and
desired business outcomes with all customers.
feedback and ideas for improving your client feedback - trial an Australian-built
client satisfaction survey tool:
is an Australian-built online survey tool that is currently used by over 200 Australian
and New Zealand based organisations of all sizes to conduct online customer surveys.
The tool can be used to conduct cost effective satisfaction surveys, regular 'post-service'
feedback surveys, new product feedback, website feedback ... to name a few popular
Please be assured that your correspondence with us is confidential.
We will not divulge email addresses or any other details you provide to outside
complete the form below to arrange your FREE custom-branded customer feedback
survey software demonstration and a PeoplePulse pricing and information sheet.
completing the form below, a PeoplePulse representative
will contact you to discuss your needs and current
situation. From there we will set up your demo
and arrange a suitable time to show the system
above demonstration request form was powered by PeoplePulse.
Avery Manko is the owner of The Manko Company, a marketing firm in Glen Mills,
PA. His firm develops and implements marketing programs for small and medium sized
businesses. Visit his website at: www.mankocompany.com.