Please Don’t Ignore Me
Written by Drew McLellan
on June 6th, 2008 / 5 Comments / Print this
Nearly 70% of business lost in America is lost due to post-sales apathy.
Amazing isn’t it? We spend all this time and effort luring them to our business. We seduce them on the sales floor. We listen attentively to their problem and help them find a solution. We gave them a fair price. We smile and wave as they leave.
And then, we ignore them.
There is no hotter prospect than your current client. They know you. They liked you enough to try you once. Hopefully, they had a reasonable or even good experience the first go around. So why aren’t you talking to them? Why aren’t you telling them more about you? Why aren’t you asking them more about them?
If you don’t have a customer retention program - one that turns your clients into raving fans…you need one. Make it simple, easy to implement and something you will actually do. Consistently. More important than the program, build the attitude throughout your company. Your customers deserve to be treated as well, if not better after they reward you with their business.
Start on it today. It’s that important.
About Drew McLellan
Drew McLellan gets branding and marketing and he desperately wants you to get it too.
So he tells stories, asks questions, and milks sacred cows. All to help clients discover their brand so they can create authentic love affairs with their customers.
Drew has not only survived 20 years in the advertising and marketing arena, he’s thrived in it. After working for several other agencies, including Young and Rubicam’s CMF&Z, Drew created McLellan Marketing Group in 1995.
Considered a national branding expert, Drew is a highly sought after speaker and has given about a zillion presentations at national conferences, key note addresses, training for his peers in the profession, college students and even his daughter’s eighth grade class.
Over the years, Drew has lent his expertise to clients like Nabisco, IAMS pet foods, Kraft Foods, Meredith Publishing, John Deere, Iowa Health System, Make-A-Wish, University of Central Florida, SkiDoo and a wide array of others.
When he’s not out preaching the good word of marketing & branding at work and on his blog Drew’s Marketing Minute, Drew spends time with his family and pondering why the Dodgers can’t seem to get back to the World Series.
Drew has a Master’s Degree from the University of Minnesota but alas, he cannot remember their fight song.
Shoot Drew an e-mail.
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5 Comments to “Please Don’t Ignore Me”
June 6th, 2008
3:30 pm
Thanks for this post, but I am unable to get the link you posted for a “customer retention program” to work. Do you have a working link or some additional info on the original post?
June 6th, 2008
4:15 pm
Hi,
Apparently my link is broken so I’ve taken it down until I can get it corrected. Thanks for the heads up!
Drew
June 6th, 2008
7:22 pm
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June 7th, 2008
1:04 am
Drew,
Your post reminds me - I missed my old customers!
I totally ‘ignore’ the retention programs and focus on getting new customers.
I think it’s better to cut the customer ‘recruitment’ campaigns and spend more on customer retention campaign.
Thanks for the post!
June 10th, 2008
9:53 pm
Noobpreneur,
You are very right — retention has a much better ROI, both short and long term. When you turn customers into fans…..they do a lot of the recruitment for you!
Drew
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