“As businesses, we tend to court new customers with feverish enthusiasm, but once we get the client, we’re off to chase for the next, new one,” Stratten said. “We ignore customer service, treating it as overhead and inconvenience. In doing so, we contradict the well-known fact that the best form of new-business acquisition is referrals from happy, current customers.”
Instead of treating customer relationship maintenance as another to-do list item, David Niu, founder and CEO of CLIENTpulse’s parent company TINYhr, advised keeping tabs on customer satisfaction by collecting feedback regularly, and really taking the time to analyze and learn from it.
“One question we ask on a consistent basis is, ‘How likely are you to refer us to a friend or colleague?’” Niu told Business News Daily. “Over time, if a client rates [this question] a 9, [and] then it becomes 8, 7, etc., something is [not right] in his or her mind. You need to talk to them immediately. When they tell us reasons why they're not happy, we have a blueprint to make them more satisfied.”
- Want to Keep Your Customers? Be Proactive, BusinessNewsDaily.com, October 27, 2017.
3. Drivers using five bridges in Englewood should expect delays soon as work begins around the city.
The city council approved a contract for $196,400 for the firm ABCO Contracting to do work on the Broadway bridges over Big Dry Creek and Little Dry Creek, the Logan Street bridge over Little Dry Creek, the Union Avenue bridge over the South Platte River and the Windermere Street bridge over Big Dry Creek.
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