While successful businesses should budget and employ good methods to aim at marketing and sales targets, often one of the most important and least costly, yet still neglected marketing is “what say the current customer or client about you?” The satisfied customer will almost always share their experiences with others and generally do so voluntarily at no cost. This leads to other customer opportunities.
When a sale is made and a customer gained, the excitement of success could lead to a customer euphoric complacency, when in reality we should be focused on keeping the customer satisfied, so that they can in turn market your products and services to others through their “word of mouth.”
This is why it is important to ensure that the customers we have earned their confidence in our services are pampered to complete satisfaction for repeat business. The goal is to leave them feeling like they are our only customer and that we are there specifically for them.
Needless to say, the unsatisfied customer most always will not repeat business with you and often counters marketing efforts by telling others their complaints. The unsatisfied customer is also generally the most expensive. We spend dollars to get them to do business, then they don’t repeat business, then, probably most costly, they prevent others from doing business with you because of their negative “word of mouth.”
Statistics credits a satisfied customer’s “word of mouth” marketing efforts to more than 50% of a company’s sales revenues.
Special Services Corporation (SSC team) will continue in 2013, to not only work hard at earning new business, but will stay focused on maintaining satisfied clientele. We believe that a satisfied customer is a strength in our marketing strategies and imperative to our continued business success.
Jim Alexander, CEO
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