Current Situation:

The Myth of Satisfaction: Studies have shown that between 65% and 85% of customers who chose a new supplier say they were satisfied or very satisfied with their former supplier; in more than 30,000 interviews one market research company has never found high levels of customer satisfaction to be a reliable predictor of repeat purchase; fewer than 2% of the 200 largest companies in the U.S. were able to measure a bottom-line improvement from documented increases in levels of customer satisfaction.

The Problem:

Your marketing and sales efforts work, you have good product quality and your customers tell you they are satisfied, but too many current customers don't buy often often enough or rarely refer or recommend you to others.  

The Concern:

Your marketing budget has limits, and you will be missing out on cross-selling opportunities that allow you to maximize the return on your marketing investment.  This means you can't increase the life-time value of your customers and will not enjoy the power of a personal promotion from your customers.  (A 2004 Forrester consumer study found that word-of-mouth recommendations carry a higher trust factor than virtually all other forms of advertising, including TV, radio and print.)

What can help:

Make sure you are constantly building trust with your customers, understand what creates loyalty and learn how to measure it.  Identify your most loyal customers and those who are your 'promoters.' Know the right way to ask for referrals.  Put programs into place to earn loyalty and ultimately have your customers promoting on your behalf.  Click or call to request more info.