Many companies tend to inadvertently forget about their existing customers, often even neglecting them. Insurance companies, Breakdown Services and Mobile Phone companies are often guilty of focussing too much on potential customers, with new, better deals that aren’t even available for current customers.
When companies do this, it is always to the detriment of their business.
Your previous customers are going to be valuable to your future business. A totally satisfied customer contributes 2.6 times as much revenue as a somewhat satisfied customer, and 14 times as much revenue as a somewhat dissatisfied customer (InfoQuest).
As you get each new customer you should concentrate on keeping in touch with them, to keep your business in their mind, and to keep them on as walking and talking billboards for your business!
So, how do you do it?
Most of your customers will be online. A simple email or call could do the trick, but talking to them about their satisfaction will enable you to learn from THEIR experiences. Make the conversation friendly and personal; about what they have purchased, or what work you have done for them. Find out what can be done to improve the process that they went through while dealing with your business.
As you continue to acknowledge your customers, they will keep you fresh in their minds. They will tell others about you, and how they feel about your business. Keeping communication open with previous customers increases awareness of what you offer.