Focus on Customer Retention

I know, I know, you have heard this a million times. It is far less expensive to keep an existing customer than acquire a new one. You should be especially mindful of this during harsh economic times like we are having now. I recommend having a section on customer retention in your marketing plan and making this a priority in your efforts. Focus on the needs of your clients, elicit and respond to feedback, look for growth opportunities using up-selling and cross-selling strategies, and actively engage your customer base through social media. Use blogs, surveys, forums, widgets, and social networking profiles to proactively shape to conversation about your products and services. Use these media to gain exposure and gather feedback – be sure to deliver on your promises and respond to questions and comments.

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