Learning and development training

Thought for the day

The full archive of free daily management tips from our team of trainers.

‘How to keep a customer for life – give them lots of reasons to stay’

Remember that 96% of unhappy customers never complain. But if their problem remains unsolved – they usually tell ten other customers!

Here’s a 12-point plan to help you hang on to your customers:
  • Select the right customers through market research
  • Know your purpose for being in business – to attract and keep a customer. Everything else is detail
  • Move customers from satisfaction to loyalty by focusing on retention and loyalty schemes
  • Develop reward programmes
  • Customise your products and services
  • Train and empower your employees in excellent customer service
  • Respond to customers' needs with speed and efficiency
  • Measure what's important to the customer – always add value
  • Know exactly what customers want in their relationship with you
  • Know why customers leave your enterprise by producing customer exit surveys
  • Conduct a failure analysis on your enterprise
  • Know your retention improvement measures – have a strategy in place.
© The author

This thought has been taken from Graham’s book ‘Companies don’t succeed, people do!’ Graham delivers outstanding sales training – click here for details of some of his programmes.

Previous Thoughts for the day

Red Arrow‘Encourage your customers to be unreasonable’
read more read more
Red Arrow‘Give your customers the benefit of the doubt’
read more read more
Red Arrow‘Encourage your customers to complain’
read more read more
Red Arrow‘Being good enough, isn’t good enough – give customers a reason to be faithful’
read more read more
Red Arrow‘How to keep a customer for life – give them lots of reasons to stay’
read more read more
Red Arrow‘Close the customer service department’
read more read more
Red Arrow‘Customer satisfaction is everybody’s job’
read more read more
Red Arrow‘Customer satisfaction is not satisfactory’
read more read more
Red Arrow‘The answer is – yes!’
read more read more
Red Arrow‘What are others doing?’
read more read more
Red Arrow‘How can I take better care of my customers?’
read more read more
Red Arrow‘Every sales call is a free market research opportunity’
read more read more
Red Arrow‘The customer isn’t always right’
read more read more
Red Arrow‘Give your customers more than they pay for’
read more read more
Red Arrow‘Wash your dirty laundry in private’
read more read more
Red Arrow‘It’s OK to spend money’
read more read more
Red Arrow‘Expect the unexpected’
read more read more
Red Arrow‘Have a NIZ!’
read more read more
Red Arrow‘Dump trivia’
read more read more
Red Arrow‘Less is more’
read more read more
Red Arrow‘Speed up routine tasks’
read more read more
Red Arrow‘Stop doing other people’s work’
read more read more
Red Arrow‘Ask questions’
read more read more
Red Arrow‘Take control!’
read more read more
Red Arrow‘Listen!’
read more read more
Red Arrow‘You don’t have to answer the question’
read more read more
Red Arrow‘Shut up!’
read more read more
Red Arrow‘Be receptive’
read more read more
Red Arrow‘Go to the balcony’
read more read more
Red Arrow‘Think before you speak’
read more read more
Red Arrow‘You can’t stare – but you must watch!’
read more read more
Red Arrow‘Don’t be predictable’
read more read more
Red Arrow‘KISS’
read more read more
Red Arrow‘Aim high’
read more read more
Red Arrow‘Say “No.” ’
read more read more