Comments on: How to Take Care of Existing Customers http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/ Focusing on customers, their experiences, and how businesses can make sure their customer experiences rock! Fri, 10 Sep 2010 00:21:28 -0500 http://wordpress.org/?v=2.8.4 hourly 1 By: Becky Carroll http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1947 Becky Carroll Fri, 07 Dec 2007 21:10:43 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1947 RichardatDELL, thank you so much for taking the time to respond, both to my post as well as to the concerns about the way customers were approached in that particular interaction. It is great to see you participating so actively in the blogosphere; you are definitely an example for other companies to follow! Letting customers know you hear them and responding indicates a Customers Rock! attitude, and for that, I salute you and Dell. RichardatDELL, thank you so much for taking the time to respond, both to my post as well as to the concerns about the way customers were approached in that particular interaction. It is great to see you participating so actively in the blogosphere; you are definitely an example for other companies to follow!

Letting customers know you hear them and responding indicates a Customers Rock! attitude, and for that, I salute you and Dell.

]]> By: Becky Carroll http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1953 Becky Carroll Wed, 14 Nov 2007 17:12:56 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1953 Darren, isn't it amazing how little things do make such a big difference! They could be "good" little things, such as what your resort did for you, or they could be "bad" little things, such as the way the timeshare company behaved. Too bad the resort can't get your business without having to deal with the timeshare company; they have let their distributor/marketers ruin a good thing. Great blog, Darren. Keep up the good work! Darren, isn’t it amazing how little things do make such a big difference! They could be “good” little things, such as what your resort did for you, or they could be “bad” little things, such as the way the timeshare company behaved. Too bad the resort can’t get your business without having to deal with the timeshare company; they have let their distributor/marketers ruin a good thing.

Great blog, Darren. Keep up the good work!

]]> By: RichardatDELL http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1943 RichardatDELL Tue, 13 Nov 2007 18:27:12 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1943 Hi Becky, Thanks for letting us know your views about the importance of appreciating customers, and how we had it wrong at Dell. We hear you -- and others--after Seth's post. Not only are we listening, we acted and are making changes. So wanted to thank you for the feedback. More here: http://direct2dell.com/one2one/archive/2007/11/09/33107.aspx Thanks again. Hi Becky,
Thanks for letting us know your views about the importance of appreciating customers, and how we had it wrong at Dell. We hear you — and others–after Seth’s post. Not only are we listening, we acted and are making changes. So wanted to thank you for the feedback. More here: http://direct2dell.com/one2one/archive/2007/11/09/33107.aspx

Thanks again.

]]> By: darren http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1946 darren Sun, 11 Nov 2007 07:08:25 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1946 Matt, I enjoyed reading about your experience with the Four Seasons with your latest vacation. We had a similar experience in Isla Mujeres, with a twist. The resort we stayed at was great (paid attention to the 'little things' - big in my books), but the TIMESHARE company associated with the hotel completely turned us off and really left a bad taste in our mouths. So, like you, will we be back, probably...will we be staying where we did...probably not! Matt, I enjoyed reading about your experience with the Four Seasons with your latest vacation. We had a similar experience in Isla Mujeres, with a twist. The resort we stayed at was great (paid attention to the ‘little things’ – big in my books), but the TIMESHARE company associated with the hotel completely turned us off and really left a bad taste in our mouths.

So, like you, will we be back, probably…will we be staying where we did…probably not!

]]> By: Becky Carroll http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1948 Becky Carroll Fri, 09 Nov 2007 16:33:15 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1948 Brandon, thank you for chiming in! Too many companies forget about the existing customers. I want to emphasize that this goes beyond just making sure customer service is taking care of customers; it needs to be part of the DNA of the whole organization! Thanks for your insight, and come back soon. Bill, please do forward them my post! ;-) One of the goals here at Customers Rock! is to spread the word about how to improve the customer's experience. The experience is a poor one if they are forgotten after the contract is signed. Of course, there will always be those people who love the thrill of the "hunt" - and they are great salespeople. The rest of the organization needs to align behind a great strategy to retain and grow those customers brought in by sales. Thanks, Bill! Brandon, thank you for chiming in! Too many companies forget about the existing customers. I want to emphasize that this goes beyond just making sure customer service is taking care of customers; it needs to be part of the DNA of the whole organization! Thanks for your insight, and come back soon.

Bill, please do forward them my post! ;-) One of the goals here at Customers Rock! is to spread the word about how to improve the customer’s experience. The experience is a poor one if they are forgotten after the contract is signed. Of course, there will always be those people who love the thrill of the “hunt” – and they are great salespeople. The rest of the organization needs to align behind a great strategy to retain and grow those customers brought in by sales. Thanks, Bill!

]]> By: Becky Carroll http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1949 Becky Carroll Fri, 09 Nov 2007 16:32:49 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1949 Brandon, thank you for chiming in! Too many companies forget about the existing customers. I want to emphasize that this goes beyond just making sure customer service is taking care of customers; it needs to be part of the DNA of the whole organization! Thanks for your insight, and come back soon. Bill, please do forward them my post! ;-) One of the goals here at Customers Rock! is to spread the word about how to improve the customer's experience. The experience is a poor one if they are forgotten after the contract is signed. Of course, there will always be those people who love the thrill of the "hunt" - and they are great salespeople. The rest of the organization needs to align behind a great strategy to retain and grow those customers brought in by sales. Thanks, Bill! Brandon, thank you for chiming in! Too many companies forget about the existing customers. I want to emphasize that this goes beyond just making sure customer service is taking care of customers; it needs to be part of the DNA of the whole organization! Thanks for your insight, and come back soon.

Bill, please do forward them my post! ;-) One of the goals here at Customers Rock! is to spread the word about how to improve the customer’s experience. The experience is a poor one if they are forgotten after the contract is signed. Of course, there will always be those people who love the thrill of the “hunt” – and they are great salespeople. The rest of the organization needs to align behind a great strategy to retain and grow those customers brought in by sales. Thanks, Bill!

]]> By: Bill http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1952 Bill Thu, 08 Nov 2007 21:25:47 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1952 Becky, Great reminder. I've had bosses that did not have a healthy balance - usually they focused too much on the "hunt" and as soon as the contract was signed, they lost interest and moved on to the next big sale. Maybe I should forward them your post... Becky,

Great reminder. I’ve had bosses that did not have a healthy balance – usually they focused too much on the “hunt” and as soon as the contract was signed, they lost interest and moved on to the next big sale. Maybe I should forward them your post…

]]> By: Brandon http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1951 Brandon Thu, 08 Nov 2007 20:10:02 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1951 I could not agree more. Taking care of an existing customer is very practical from a business sense as they will continue to patronize your business and in turn, your revenue will continue. I have seen, experienced and also been on both sides of the coin - service provide ignoring the current customer and service provider focusing on the current customer. Great post, thanks! Brandon I could not agree more. Taking care of an existing customer is very practical from a business sense as they will continue to patronize your business and in turn, your revenue will continue. I have seen, experienced and also been on both sides of the coin – service provide ignoring the current customer and service provider focusing on the current customer.

Great post, thanks!

Brandon

]]> By: Becky Carroll http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1954 Becky Carroll Thu, 08 Nov 2007 00:01:41 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1954 Thanks, Lewis. I like your idea of a quarterly outreach. Every company should indeed have an ongoing plan of communications for its existing customers, not just its "marcom outreach" plan. Thanks, Lewis. I like your idea of a quarterly outreach. Every company should indeed have an ongoing plan of communications for its existing customers, not just its “marcom outreach” plan.

]]> By: Lewis Green http://customersrock.net/2007/11/06/how-to-take-care-of-existing-customers/comment-page-1/#comment-1945 Lewis Green Wed, 07 Nov 2007 20:15:15 +0000 http://customersrock.wordpress.com/2007/11/06/how-to-take-care-of-existing-customers/#comment-1945 Becky, Good solid advice. I believe that every business should reach out to every customer at least quarterly, even if just to say thank you. Becky,

Good solid advice. I believe that every business should reach out to every customer at least quarterly, even if just to say thank you.

]]>