Customer Nurturing / Preserving

Recreation is one of the most important things needed for human beings. But it’s best when u learn things at the same time. When we’re up to our necks in building a business, it’s difficult to recognize opportunities to further engage with your customers. Getting away allows YOU to be the customer and the service you receive might provide insight to what your customers may be experiencing. Unfortunately, I got an opportunity to be a customer and experience the same.
After few years away, my family and I decided to return to a resort in Panchgani we had been to several times before. In the past, our repeat trips felt like being at home – we were greeted by name, found special gift baskets in our room, were invited to special events for returning guests, and offered further discounts for returning – but this trip we received none of that treatment, despite stating it was a return trip when we made the reservation and when we checked-in. I didn’t think much of it until I spoke to other return guests around the pool – they had all received the “same” treatment.
Feeling a little hurt, I inquired with the hotel manager about the oversight – “We’re sorry sir, we just overlooked it,” she said. Isn’t it in your computer system and the orders automatically generated? “No sir, we keep track of it on paper and the manager on duty is required to make the appropriate phone calls to set-up all the arrangements.” I was shocked, to be honest. To make matters worse, nothing was done to rectify the error. Just, “Sorry”. We will NOT be going back to that resort.

So, what does this have to do with Marketing ? Many businesses take the approach that the marketing system is only for getting leads and pulling in business and prospects. Once they become customers, the responsibility for nurturing the customer belongs to someone else, usually a person. However, the same systems that are used to nurture leads can be used for customer nurturing as well. You can have follow-up e-mails, set reminders for phone calls, track customer activity and tie that into your cross-sell/up-sell programs. Most importantly, customers are your best advertisers. If you respect them, give them adequate service… they will give u the best business which even you or your best sales guy cant fetch.
Don’t forget to nurture your current customers as you did when they were prospects. They (and you) will be glad you did.

Most marketers make a mistake by selling or promoting a product…. Your customer doesn’t have to buy only the product… he has to buy your good will too which in turn will help your work grow in the long run. The sign of a Great Marketer is that his customers never forget him.

Hope this will Help….
All the Best
Regards
NM!!!