Duct Tape Marketing - Latest Comments in Get Closer to Your Customers Now

Re: Get Closer to Your Customers Now

isa savings — Wed, 14 Jan 2009 08:01:19 -0000

You've made a very vital point here. I agree with all tips especially "Bringing your customers together" Believe it or not - if narrowed down to basis most customers would share similar interests and ideas. Having a consortium with them can increase the relationshiop with all.

Re: Get Closer to Your Customers Now

web Content — Mon, 12 Jan 2009 03:51:31 -0000

I've always made an effort to treat all customers well, good times or not, right now I'm rather happy that I have, people tend to be able to see through phony plays at being nice just 'cos you've fallen on hard times.

Re: Get Closer to Your Customers Now

Surviving A Recession — Sat, 10 Jan 2009 13:39:56 -0000

All customers want to know they are appreciated. If they feel that way and you have a good product they will stick with you.

Re: Get Closer to Your Customers Now

Dan — Wed, 07 Jan 2009 12:18:11 -0000

Hi John,

Thanks for those tips. I hadn't thought of creating a board of my best customers. I've used surveys in the past, but they are a little less warm and fuzzy than this approach. I'm going to try it.

I found a post by Troy White, where he offers a couple more great, cheap ways to stimulate referrals here:
http://www.makepeacetotalpa...

I liked his fortune cookie strategy.

Re: Get Closer to Your Customers Now

Billkor — Wed, 07 Jan 2009 09:53:48 -0000

May i add, try and give a discount to a repeating customer the minute that he is not expecting one. That way he 'll think that you appreciate that he is spending his money with you

Re: Get Closer to Your Customers Now

SEO Tips South Africa — Wed, 07 Jan 2009 03:45:16 -0000

In this current economic downturn, where loads of people are scrapping for less and less pieces of pie (and the crumbs!) it makes real good business sense to go the extra mile in cementing firm relationships with one's clients. The personal touch is soooo important, getting people to like you is a sure-fire way of guaranteeing continued business.

Re: Get Closer to Your Customers Now

Kathleen — Tue, 06 Jan 2009 14:02:45 -0000

Thanks for the great post once again.

You said: Not all customers are created equal, so treat them that way. Your most profitable, referring customers should get VIP treatment. You don’t have to downgrade anyone, just make sure your best customers know who they are.

I absolutely love this! Sometimes people do downgrade clients in order to VIP the profitable. Surely that is not a necessary step, and in the long run, how profitable is that?

Re: Get Closer to Your Customers Now

JudyAnn Lorenz — Tue, 06 Jan 2009 07:08:47 -0000

Some people have long distance customers, making lunch a challenge, but still utilize the contact and communicate suggestions. I take that back, if one were going to host the lunch, make it all virtual, do brown bagging and meet in a conference room. There can be audio or text conversation. VAnetworking.com had a big Christmas bash that way and does it in a smaller way frequently. The lunch could be done one on one or with small groups and their sales consultant. Not the Ritz, but it is contact.

Re: Get Closer to Your Customers Now

Kris Bovay — Tue, 06 Jan 2009 01:50:27 -0000

I agree with all you've said. At the beginning of every year and the start of the next year I like to spend as much one-on-one time with my top 20 customers. It's a time to consider how to help customers grow their business; and simultaneously grow yours. It's a time to thank customers for their orders and support and to build stronger relationships.

Re: Get Closer to Your Customers Now

SEO Software — Mon, 05 Jan 2009 18:03:25 -0000

Great suggestions. I like the idea of proactively calling customers every day. It's a good habit and will generate a valuable feedback loop.

Re: Get Closer to Your Customers Now

ducttape — Mon, 05 Jan 2009 15:06:09 -0000

@Bay Area - FYI I wrote this looking out at the GGBridge in the St Francis Hotel

Of course, this is a bit tardy, but if you have not done, do it now, better late than never - you might just need to grovel a bit more.

Re: Get Closer to Your Customers Now

ducttape — Mon, 05 Jan 2009 15:02:41 -0000

@Ken - some small business owners have entire segments of customers, either based on size or even products, that simply are not profitable. I agree with your thoughts on measuring, but sometimes it's not even that complicated.

Re: Get Closer to Your Customers Now

ducttape — Mon, 05 Jan 2009 15:00:44 -0000

@Paul - a little dose of humility can go a long way can't it? Don't be such a stranger.

Re: Get Closer to Your Customers Now

Bay Area Lawyer — Mon, 05 Jan 2009 14:36:17 -0000

I would have to say that the time to have done these things was before the recession. Doing these things now makes you a part of the crowd and not the standout that you want to be.

"Create a marketing board" if possible I would make this informal. People tend to spend money with people they know and like. Making this board a formal gathering would in some respects defeat the purpose. In essence the purpose is to build relationships with group members and the people they know. Keep it informal and people are more likely to let their guard down and be more friendly.

Re: Get Closer to Your Customers Now

Paul Simister — Mon, 05 Jan 2009 13:17:10 -0000

Very refreshing John to see you say "Admit you’re slower"

There is too much bluster which gets in the way and creates distrust and wrecks any attempt to strengthen the relationship.

After all what is a customer to think when you are in denial.

It is the first time for a while that I have commented but I like the Twitter feature as well.

Re: Get Closer to Your Customers Now

Todd Schnick — Mon, 05 Jan 2009 11:55:35 -0000

Great post! I'd like to say great minds...but I am not in your class. But I posted something today about surveying your customers to learn how to better serve them... http://intrepid-llc.com/200...

Re: Get Closer to Your Customers Now

Jeff Shuey — Mon, 05 Jan 2009 11:50:55 -0000

Great article. I cannot agree more with the concept of a customer/partner advisory council. When I worked for Microsoft I led one of these for the Portals & Collaboration space. We learned more from our partners in a few days that we could have ever learned by doing surveys. We got them all in the same room and bounced ideas around. Some stuck and some didn't. That was the intent and purpose. I'd like to think we made better products because of it. We did similar meetings with customers and obtained incredible feedback.

So, your points are spot on and I can verify they do work. Keep 'em coming.

Re: Get Closer to Your Customers Now

Terra Andersen — Mon, 05 Jan 2009 11:45:17 -0000

I definitely agree with making 5 "Thank-You" calls per day. In this economy, we really can't forget that we are lucky to have business at all.

Re: Get Closer to Your Customers Now

Jim Kukral — Mon, 05 Jan 2009 11:32:11 -0000

That's a great many lessons there John. I love the one about creating a board. It works.

Re: Get Closer to Your Customers Now

Ken Kaufman — Mon, 05 Jan 2009 11:31:11 -0000

Segmenting the most profitable customers from the rest can sometimes be an accounting challenge. However, it can and must be done! Most accounting programs have job-costing and/or customer profitability coding and reporting capabilities. The key is to train everyone involved in the flow of information how to code, enter, and report on all of the cost inputs into each customer.