No business can stay in business without customers. How you treat - or mistreat - them determines how long your doors stay open.
Use your CRM to retain customers.
Our assimilation efforts are based on building long-term relationships and value with our customers, and the success of these efforts is measured partly by our ability to stimulate customers to make a second purchase within 90 days.
The only two people who can give you real feedback about your product are people who just purchased it and people who have just canceled.
We start with the perfect experience and then work backward. That's how we're going to continue to be successful.
It is almost impossible to win back a reader's loyalty once it's gone.
Satisfied customers are apathetic. Loyal customers will be your advocate.
Customers who have to come back and spend, or customers who just don't want the hassle of leaving - those are the ones who are most worth attracting.
When you are skinning your customers, you should leave some skin on to heal, so that you can skin them again.
During the early stages of Zoom, I personally emailed every customer who canceled our service.
I became very attentive to customers because I was desperate not to have people leave and never come back.
We have some inherent cost and infrastructure issues that are difficult to deal with, no questions. From my perspective, we have to work on the revenue side primarily. We've lost some customers. We need to rebuild the trust with those customers and get them back.
I think that any business that thinks that the transaction is 'you give me money and I give you food, next, you give me money and I give you food, next,' without understanding that people deeply want to feel restored is in danger.
