Tuesday, October 6, 2009

The best way to keep a customer

For example, say you provide a service like DirecTV does. You beam hundreds of channels to homes on a 24/7 basis. Your customers are using high tech equipment which tends to get obsoleted over time. People move from standard definition tv to high definition tv. The government even has a program where they are obsoleting old tv's. You also have competitors who are trying their best to under cut your business by providing more for less. How would you go about keeping your customers from switching?

In my opinion, the best way to keep a customer is to communicate with them. Be proactive and offer special deals and upgrades in advance. Especially to those customers who have been with you for extended periods of time. It should be easy for the sales and marketing department to run a report on who their customers are and include marketing offers with billing statements. In other words, do not wait until the customer has already switched to make them an offer to stay.

Good bye DirecTV. Hello Dish Networks.

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