Defining customer value, Part 2

Jun 01 2007

We all know that our biggest clients are not always our more loyal ones, so the question I am often faced with is, how do you grow revenue long term?

  • Make it easy to interact with your brand – Whether I am shopping, finding the information I am looking for, signing up for your email, or creating an account – a website should be simple and clear.

  • Ask Me – When I sign up or create an account, so many companies don’t ask me what I like, but a lot of companies the do ask don’t listen.
  • Immediate communication – Send me an email right after I sign up. Let me know you are out there and you want to know me. Nothing is more frustrating than making the decision to give you my personal information and for me not to know if you even got it.
  • Be Gracious / thank you – My mother always to told me to be polite and a simple thank you can go a long way. If your corporate direction is discounting, send me a coupon, if it is value, reaffirm why I signed up.
  • Show them you care – Let me know that you value me and my time. If I am going to spend a good amount of my time with you and your brand, you should show me how important that is to you.
  • Don


Published in Calculating Value

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