Want to keep your company's best customers satisfied? Follow these account management best practices to keep them coming back.
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Transcript: Hello everyone George Packard family lawn and landscape today I want to give you a couple of tips on how to retain customers okay first off here's how the business works you do your advertising you get the phone to ring then you lock them down that becomes a customer you start making money you pay your bills this is how in a nutshell how everything boils down to okay so customers leave you for lots of reasons okay no matter what business you're in there's many reasons why they leave you so for example let's say they leave you because they lost their job and they can no longer afford your services that's one reason happens a lot okay or they take a pay cut or whatever and they they just have a bad medical problems or say they've got a lot of dental work and all of a sudden you know there's not enough money to go around so they can't afford your service maybe they lost their job maybe they're moving maybe they just died we've had that happen to us you know you know competition competition is huge it's another reason that customers leave you people... See more →
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Transcript: I think what we see globally is that customers want to be treated like a valued customer the one-and-done approach to customer service is important everywhere it's important that companies respect people's time it's important that people get their problems or their questions resolved on the first contact with the company but I think increasingly as either in contact China where people have more disposable income or in economies like say US UK where people are still facing the economic downturn people increasingly want to be treated like a valued customer very simply it means retention it's much easier to retain an existing customer than it is to acquire a new customer and so whereas customer satisfaction is a differentiator it's going to mean a significant contribution to your bottom line because it means retention there are two things it really means first of all is churn which goes directly to a company's bottom line and furthermore perhaps even more significantly in some markets it means reputation for the company so what we found in China is that 97% of people who have a bad experience tell somebody about it and the second or third most popular way to tell... See more →
Transcript: And here's Adrian great thanks Carla and good afternoon everybody this is a session on best practices in account management how to use a land and expand strategy to grow your business and a lot of small businesses are missing or leaving a lot of money on the table missing a huge opportunity with their existing customers everybody's out there trying to get more customers more customers and I think if we could get small business owners to just slow down a little bit and look at the customers that they currently have and what additional value can they provide to those customers not only would they get increased revenue it could actually grow their businesses much more strategically the product we could go to the next slide I'll just look at the agenda we'll look at the relationship lifecycle and I think this really underpins the whole account management approach understanding where you are in the lifecycle of your relationship with your customers and then how to move forward how to advance the relationship and then I'm going to share with you a five-part account management formula and we'll just briefly take a look at each part and look... See more →
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