In your organization, do you focus on customer acquisition or customer retention?
Did you know?
An enquiry from an existing customer, has a 60 – 70% chance of becoming an order, in oppose to a new enquiry from a Google search with only a 20% chance of turning into an order.
Customer retention put simply is “maintaining existing customers”.
Maintaining a satisfied and loyal customer is all about their experience. We have all had good experience, and very good experience, and possibly some negatives which we prefer to forget about!
The internet is creating ever shorter buying cycles, with access to information and reviews helping decision makers to close on projects. Your opportunity for experience is being compressed into less time than ever. Even “first impressions” may be out of your immediate control. The first impression of your company may be a personal recommendation in a coffee shop, it may be your website, or your Linkedin profile. There’s a good chance that by the time you speak with the customer they have been convinced about you already!
So when you have finished a project or resolved their requirement with your product, give them a Welcome pack. Always expect to do business with them in the future. All your customers have a network of colleagues and contacts, and a Welcome pack will guarantee that they share their experience with their network, and become a promoter for your business.
Download our brochure Where Presentation Takes Off