"From my perspective, the word "customers" means "current and prospective customers" -- treat them all the same. Learn what they need, work to help them with their issues, show them how your offering helps them, teach them how to buy smarter from you ..."
The funny thing is, many people in business say that they treat people the same, but once again it's all talk and no action.
I'm reminded of the time I wanted to start another website and decided to sign up with Yahoo! Web Hosting just because my other three websites are hosted with them. The fees are reasonable and the setup fee is waived - or so I thought.
Well, I submitted my information and received the message that I didn't qualify for the setup fee waiver because it was only for new customers. *sigh* I'm sure many of you can relate - Cell phone companies are notorious for this. They dangle a carrot in front of you, swallow you up and throw you into the dungeon.
Maria - Great post and love your blog. It is just crazy how companies drool over customer acquisition and neglect existing customers, especially ones who are obviously profitable and loyal. Keep up the great work! - David
Posted by: David Morse | September 4, 2007 5:30 PM | Permalink to Comment