July 2009

While doing research for a client in order to boost their client retention, I have really learned a few things. I thought it would make for a great blog post to help others as well as remind myself.

So we have all used customer relationship management software, whether in the sales process or in the win-back of lapsed clients, it is a fantastic tool to keep all pertinent data in one location. At the click of a mouse, you have the clients information in front of you which gives the customer that personal touch that we all love.

We have also seen customer loyalty programs in business. This may be a retail store offering a free item with the purchase of 3 other items. Or every 4th visit you get a free cup of coffee. While that is nice, it is not the real reason we are patronizing the store. If we didn’t like the product, giving it for free would not really be beneficial to us, would it?

Customer loyalty cannot be bought, it must be earned!

I have loyalty cards from the 8 major grocery chains in my area hanging from my keychain. Does it pay? To build loyalty, you must earn it. But how?

  • Customer communication – be sure to keep in communication with your client base. Send them small thank you’s, birthday cards and company newsletters.
  • Make sure you focus on the customer over your company, keep the focus on the customer’s needs and not your needs (customer centric)
  • Establish good ethics – be a company that the customer can really trust

Customer loyalty and retention is about relationships. If you build a solid foundation, your customer will not only remain but they may just refer new business to you.MA cropped2


Trade shows are the perfect opportunity for networking and education. When you attend a trade show, you will learn about cutting edge products and services. Whether you are an investor, consumer or client, knowing what is coming next helps you stay ahead of the curve.

Some very important tips for your next event:

  • Bring plenty of business cards – the business card is a very essential tool to networking and should be used extensively throughout the event. Gather as many cards as you give.
  • Wear a name badge at all times – this makes things more personal when you go to an exhit or training class
  • If you are attending a trad show for your company be sure to keep track of all purchases. This will keep you from going over budget.

Attending tradeshows is a way to further your knowlege of your industry. Be prepared and you will gain value and experience from each event.