I have been a good online customer for a few websites/companies over the years. Yet, I do not think I have received anything special from a few of them in the expression of gratitude category.
I stopped ordering from one just to see how long it would take for them to realize I’m gone and maybe ask me why or how they could win my business again.
After three months, I am still waiting.
There is one company, The Palm Restaurant, that has done a fantastic job over the years with the frequent dining program. If I do not visit the restaurant in a while, I get an email asking why. They obviously watch their frequent diners and develop a relationship and “seem” to care.
If your online strategy does not review accounts to see who hasn’t shopped recently and asked them why and to come back, I think you are missing the boat.
I look for companies that treat me special. That treat me individually. They get my business.
akashawnthomas
Robyn Davis
/ 12/28/2011Great reminder, Shawn,
Implementing a system to ensure your best customers are remembered and appreciated is not only good business but also the right thing to do. I hope more professionals will heed this advice now and in the New Year.
Robyn Davis
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