Comments on: Customer retention: plugging the leaky pool http://www.directcreative.com/blog/customer-retention Dean Rieck on Copywriting & Direct Marketing Tue, 07 Feb 2012 07:10:32 -0700 hourly 1 http://wordpress.org/?v=3.1.1 By: Dick Wooden http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-56056 Dick Wooden Wed, 23 Jun 2010 01:30:42 +0000 http://www.directcreative.com/blog/?p=1382#comment-56056 I like all three of your key points. Sometimes we forget that we first are in a "People Business". Understanding at a deeper level comes with asking thought provoking questions based on true interest, being generous (Givers gain as in BNI) and the simple but generally time consuming element of staying in touch. I'd add that a business needs to track all this relationship building activity and my clients find that an effective CRM system certainly makes it easier. Having a trusted "system" helps us remember those commitments with people.... I like all three of your key points. Sometimes we forget that we first are in a “People Business”.

Understanding at a deeper level comes with asking thought provoking questions based on true interest, being generous (Givers gain as in BNI) and the simple but generally time consuming element of staying in touch.

I’d add that a business needs to track all this relationship building activity and my clients find that an effective CRM system certainly makes it easier. Having a trusted “system” helps us remember those commitments with people….

]]> By: Monette Satterfield http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-55451 Monette Satterfield Tue, 08 Jun 2010 15:38:16 +0000 http://www.directcreative.com/blog/?p=1382#comment-55451 Yes, it was fine when I read it again - I missed the first part of the sentence when you said "one customer everyday." That aside, your post is very relevant about customer satisfaction and retention. I try to make similar points to my own readers. Minus the math :) Yes, it was fine when I read it again – I missed the first part of the sentence when you said “one customer everyday.”

That aside, your post is very relevant about customer satisfaction and retention. I try to make similar points to my own readers. Minus the math :)

]]> By: Dean Rieck http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-55448 Dean Rieck Tue, 08 Jun 2010 14:51:11 +0000 http://www.directcreative.com/blog/?p=1382#comment-55448 Relax. We're all friends here. It was my fault for being unclear. And it's not exactly like I'm a math whiz anyway. :) Relax. We’re all friends here. It was my fault for being unclear. And it’s not exactly like I’m a math whiz anyway. :)

]]> By: Dean Rieck http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-55447 Dean Rieck Tue, 08 Jun 2010 14:49:04 +0000 http://www.directcreative.com/blog/?p=1382#comment-55447 Monette, My assistant told me that part was confusing too. So maybe it is. The idea is that you lose 1 customer per day who spends $5 per week. So 1 customer is worth $5 x 52 weeks each year. And if that's happening every day for a year, you multiply that by 365. Make sense? Monette,
My assistant told me that part was confusing too. So maybe it is.

The idea is that you lose 1 customer per day who spends $5 per week. So 1 customer is worth $5 x 52 weeks each year. And if that’s happening every day for a year, you multiply that by 365. Make sense?

]]> By: Monette Satterfield http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-55444 Monette Satterfield Tue, 08 Jun 2010 14:31:23 +0000 http://www.directcreative.com/blog/?p=1382#comment-55444 Oh, never mind - I didn't read closely enough. Feel free to delete my earlier comment to protect my identity :) Oh, never mind – I didn’t read closely enough.

Feel free to delete my earlier comment to protect my identity :)

]]> By: Monette Satterfield http://www.directcreative.com/blog/customer-retention/comment-page-1#comment-55443 Monette Satterfield Tue, 08 Jun 2010 14:25:39 +0000 http://www.directcreative.com/blog/?p=1382#comment-55443 In your calculation, why did you multiply by the number of days in the year if the sales were weekly? I'm not following that part, but the idea of customer satisfaction is great and I especially like #3-be generous. In your calculation, why did you multiply by the number of days in the year if the sales were weekly?

I’m not following that part, but the idea of customer satisfaction is great and I especially like #3-be generous.

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