Search
Second Opinion Marketing Logo

Customer Service Consultants Swansea

This page provides useful content and local businesses that can help with your search for Customer Service Consultants. You will find helpful, informative articles about Customer Service Consultants, including "Ignoring customers and other ways to help your business fail". You will also find local businesses that provide the products or services that you are looking for. Please scroll down to find the local resources in Swansea that will answer all of your questions about Customer Service Consultants.

Peter Heath Consultancy
01792 794163
Valley Way
Swansea

Data Provided by:
Marketing Basics
01792 549803
9 Eastbourne Grove
Swansea

Data Provided by:
Genesis Marketing
01656 786864
25 Woodland Avenue
Porthcawl

Data Provided by:
Reverv Marketing & Communications
08702 424661
57 Enterprise Centre
Bridgend

Data Provided by:
50Five
01656 646246
86 Coity Road
Bridgend

Data Provided by:
The Network
01792 467788
87 St Helens Avenue
Swansea

Data Provided by:
Pulse-Pr
01656 730343
257 Bridgend Road
Maesteg

Data Provided by:
Awa Marketing Consultants
01558 668582
Honeymeade Hall
Carmarthen

Data Provided by:
C & M Associates Ltd
01656 723366
61 Heol Bryncwils
Bridgend

Data Provided by:
Marketsafe.Com
08708 508566
Brewery Lane
Bridgend

Data Provided by:
Data Provided by:

Ignoring customers and other ways to help your business fail

(First appeared in Second Opinion Marketing e-bulletin May 2010 - subscribe to the e-bulletin here ). 

Avoid the sin of ignoring your customers

I’m going to be controversial in this issue of Practical Marketing: you ignore your customers and prospects, and in doing so you miss massive opportunities to generate more business.

Ok – hopefully you’re still reading so that I can explain myself and provide you with some useful pointers for how to avoid this sin in the future.

How many of our businesses have a regular method for open dialogue with clients? How frequently do you communicate with them – both sending and receiving information – and I don’t just mean transactional communications? Have you ever bought, rented or used a mailing list of target prospects, mailed them once or twice and then abandoned them?

I’m sure we’d all be lying if we said we weren’t guilty of at least one of these sins.

You know how it is, when you first start the business you are close to all your customers, they get 1:1 attention from you, you speak regularly, you listen to their requirements carefully and you are able to respond easily and quickly to what they need. As your business grows and more people become involved, as both customers and members of staff, a divide grows between you and the client. Before you know it you spend 12 months without speaking to or writing to a client, and then you’re surprised to learn they are buying from someone else!

Research which looked at the reasons customer defect proves the point perfectly:

Why do customers leave?

  • Move away or die/become insolvent - 4%
  • Influenced away - 5% 
  • Get a better deal - 9% 
  • Unresolved conflict - 14% 
  • Perceived indifference - 68%

(Source: Michael LeBoeuf – How to Win Customers and Keep them for Life)

When I first saw those figures I was astounded. Customers leave because they don’t feel ‘loved’. We’ve ignored them! This is our life blood we are talking about, without customers we can’t survive, and we’re letting them leave, for some businesses in their droves.

The same research suggested that a customer thinks you’ve forgotten them if you don’t speak to them for 6 weeks or more. Wow. That’s a big ask for most businesses, but it does demonstrate why the modern keep in touch mechanisms via Twitter, Blogs, Linked In and so on, which put the customer or receiver of information in a position of control, have been so effective for some brands.

I always recommend to clients regular communications via e-newsletters, e-shots, mailings, service calls and face to face meetings with the most important customers. You can make the process as formal or informal as you like and of course it doesn’t have to be the business owner making the contact. As a business grows it’s important to not only delegate work t...

Click here to read more from Second Opinion Marketing