COSTomer Service

by Sid Raisch

New customers have been a boon of 2020 in 2021. There are clear signs that the gain is slipping, and we need to take fast action to secure the customer. The first rule to building our business is to keep your customers (including the new ones) or it will take even more new ones to make up for those we don’t keep. By my definition, a new customer isn’t yet a real customer until they come back. They are a distinct possibility of becoming one if we handle their experience well.

Let’s pause a moment and ask ourselves, “Where have these new customers been?” That’s an important question, but one for another day. They’re here, and now we get to welcome them, integrate them, and keep their interest. Exactly how are we going to do those things? What is the plan?