Do You Make These Mistakes In Your Customer Loyalty Program?

Norfolk, VA (PRWEB) June 13, 2006

In a recent survey of commercial contractors and industrial marketers more than 42% stated they wanted more customers more than anything else. This worries them over the rising price of fuel, technology, and staying ahead of their competition. The latest issue of Inside Strategic Relations, available at http://insidestrategicrelations.com/, uncovers common mistakes sales and marketing management make that actually drive customers away.

Justin Hitt, marketing advisor, explains that "Often sales and marketing management want more customers because they are having trouble keeping the ones they have, it doesn't have to be that way." Here are several common mistakes that drive away customers:

• Ignoring the customer after a sale has closed. Some sales people feel guilt or shame in closing a sale, because of this they incorrectly ignore customers for months. The first sale is the beginning of a new customer relationship and demands a follow up sequence that helps customers feel welcome and appreciated. Don't wait too long to say thank you, or extend another offer.
• Forgetting who pays the bills. Too many employees act burdened when customers call with questions, for service, or to request more information. Instead, welcome communications from customers, even "hand holding" to help them get the most of what you offer. Employee jump when the boss says to do something, and they should do the same for customers whose revenue really signs their paychecks.
• Not setting buying expectations. When customers don't get what they expect, they become disappointed. Help customers through the buying process and service they will receive by framing expectations, telling customers what they should expect as they interact with your organization. By shaping customer expectation early in the selling process, you'll be more likely to satisfy them.

Make any one of these mistakes, or any of the other 7 shared in the June 2006 issue of Inside Strategic Relations, and customer loyalty will weaken. You may even be sending your customers running to the competition.

By increasing customer loyalty you can attract more customers quickly through referrals, and generate a better return on marketing investment by earning more from the customers you have. Without a strong customer loyalty program, business-to-business firms can expect to lose more than 20% of their existing customers each year.

Inside Strategic Relations helps sales and marketing management turn relationships into profits while creating and keeping profitable customers. Published twice a month, request your own sample issue free by writing: Inside Strategic Releations, Dept CK-0606N, PO Box 8874, Virginia Beach, VA 23450 or visiting http://insidestrategicrelations.com/ -- be sure to include your address for prompt response.

Advisor Justin Hitt Available for Interviews

Media review copies and specialty articles are available upon request.

Contact:    Justin Hitt,     Phone:    +1 (757) 282-7779

Dept ISR, PO Box 8874, Virginia Beach, VA 23450

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