Guest Blogger Neil Rosen: Retention Is the New Acquisition

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Customer Engagement
Customer Experience
It's imperative for companies today more than ever to focus on supporting and growing relationships with their core customers and turning those customers into their best salespeople.

It's imperative for companies today more than ever to focus on supporting and growing relationships with their core customers and turning those customers into their best salespeople. When people get really excited about a company with which they do business, they share their love with colleagues, friends, and family; they brag about how great it is to work with your company, and how clever they were to find you. Most important, they will passionately recommend your company to everyone who will listen.
Retention is the way smart businesses are growing their customer bases. This is the new acquisition. While other companies spend the majority of their acquisition budget interrupting people with too-frequent emails and in-your-face advertisements, smart marketers leverage the Internet and focus on keeping their current customers both happy and armed with the tools and information they need to become brand advocates and ambassadors. Simple tools like shares and likes, when put in the hands of your most enthusiastic customers, can drive dramatic growth, and at low or no cost.

Make the customer experience of buying from your company an event, like going to a great party. Make the customer service experience over-the-top easy and straightforward. Enable group buying discounts. Enable your own branded community, where customers can feel like they are part of the company. Enable subgroups on your social pages. Enable product discussions and allow your customers to feel they participate on the product development team.

And finally, make it easy for your customers to bring their friends along for the ride, which makes the party better for everyone.

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About the Author: Neil Rosen is founder and CEO of www.ewaydirect.com

EXPERT OPINION
EXPERT OPINION