Becky reminds us that “a bird in the hand is worth two in the bush” – that businesses should not let the allure of new customers keep them from fully realizing the power of existing customers and clients. Current customers – more then ever before – have the power to decide to continue to do business with you; how much money to spend with you; and the power to share with others what they think about you.
Through practical tips and real-world case studies, The Hidden Power of Your Customers offers four key strategies for retaining and achieving growth from existing customers:
- Relevant Marketing, which requires that you listen to your customers, and then deliver the messages they want to hear through their preferred channels
- Orchestrated Customer Experience, where you craft the right experience for your customers
- Customer-focused Culture, in which you maintain strong company values, hire the right employees to make a difference
- Killer Customer Service, which create positive experiences that are virally shared
If you didn’t know, Becky has this great blog – Customers Rock! – that you should follow… and read the book, too. 😉