Results 1 to 8 of 8
  1. #1
    Join Date
    Mar 2004

    Lightbulb Why you should NOT ignore your customers!

    Retention studies show it can cost upto 6 times( read it again with me SIX times) as much to win a new customer as it does to keep a loyal customer, & recent research also shows that loyal customers are less sensitive to price deals from competitors. therefore, an enduring brand relationship begins with the sale.

    So keep your customers very happy i.e. like this
    "Web Hosting is not just about selling space, it is about facilitating customers needs with your plans and supporting the customer for a long lasting mutually beneficial relationship."- Yaser

  2. #2
    Join Date
    Jan 2004
    well it depends
    Not all customers should be kept...... company hoppers for one should be taken off ASAP as they complain too much, takes up too much of your support resources that could be used on long-term customers.

    But the rest do treat them well
    Its easy to shoo them away but to get them back would be hell of a nightmare....
    -=- GQ Hong -=-
    GalacNet WebMaster

  3. #3

    I've read reports where it is stated the true value of a customer that provides recurring revenue is ten years worth of revenue.

    This November will be our eight year in hosting. While the two customers we got in 1996 either went in-house (1st) or was acquired several times (2nd), we still have the majority of our customers form 1997.

    So it will be interesting to see what's up three years from now (1997's 10 year aniversary).

    In all of our years in business (nine total), we've only had to fire two customers.

    We strongly believe in trying to keep the overwhelming majority of them.

    And if they call support a lot, while there are times we pray to God for patience, we actually enjoy those customers more because we know they will be with us for a long period of time.

    Thank you.
    Peter M. Abraham
    LinkedIn Profile

  4. #4
    Join Date
    Jul 2003
    i feel it is much more easy to retent customer than to find new customer. Of cos you will need to provide a reasonable customer service.

  5. #5
    Join Date
    May 2004
    Maryland and Indiana
    The thing is, if you're good enough to keep your current customers happy you win all the way around.

    Nothing creates more growth momentum than a
    happy customer base.

    The way your customers feel about you today determines
    the size of your business tomorrow.

    100% Free Web Hosting
    Come on and Take a Free Ride!

  6. #6
    Join Date
    Jul 2001
    It should actually be common practice to not ignore clients, however unfortunately with many companies, this simply isn't the case.

    I feel though that it is, somewhat, easy to keep your current web hosting clients; providing you actually provide the service that you offer, and that you act courteously towards them.

    It is ofcourse, however, quite difficult to find new clients due to the current situation in the web hosting market; however not impossible.

    Nothing creates more growth momentum than a happy customer base.

    This, though, is very true.

  7. #7
    Join Date
    Mar 2001
    Customer retention is key for long term growth and stability for a small to medium sized host competing on value and service. Instilling loyalty is very important, as a loyal customer will not stray, is willing to pay more and be upsold, willing to tell others about their great experience, and will most times respect your company enough to not always bother support for the littlest things.

    This is why the first 90 days someone is your customer/client, you need to "WOW" them with your service and support. One of our newer clients has already sent over 190 emails in the first 30 days as they get setup with a new ecommerce site. A pain, sure, but now that they are live, and things are working smoothly, they will probably email once in a while and be as happy as clams.

    One of our first clients, who signed up in March of 1996, is still hosted with us. They have been tempted to leave for various reasons such as needing full ASP and MS SQL support, but have decided to stay with us and change their developers rather than leave our hosting service. They are *loyal* to our company, even though we suggested they go to another company if they needed things we could not provide.

    - John C.

  8. #8
    Join Date
    Aug 2003
    Chesapeake, VA
    Customer retention is not just important - it is VITAL for any business.

    Whether you are a Web hosting provider or a merchant services business... keeping the clients you acquire is essential for long term growth. There are a lot of companies that have "churn and burn" - they acquire a lot of clients quickly, but then lose many of them over time.

    Once you acquire a customer, that is just the first step. The next step is to continue to -earn- their loyalty, and that "step" never ends. You have to keep working hard to improve your services and consistently support your customers... and communicate well with them. You can't ever "rest on your laurels" or be satisfied... you have to always look for ways to improve.

    Even though we have had tremendous growth since our start in '98, there is a tiny list of clients we've ever had who have moved to any competitor and a very, very long list of clients who have been with us for many years.

    Some of them even send holiday cards to our staff and we've gotten to be friends with more than a few of them. You just can't beat having such strong relationships with your clients and it makes for a better business situation for everyone involved.

    And don't forget - loyalty & retention means a lot of word of mouth recognition and referrals on top of it all. We've had some of our smallest clients refer some of our biggest accounts, as just one example of the power of referrals.

    Treat your clients like gold, keep working hard to improve upon your service & value to them... and the rest will take care of itself. - Trusted Merchant Account Solutions since 1998
    Many thousands of successful, growing businesses benefit from our expertise every day. You can, too!
    We help merchants to eliminate gateway costs, reduce & mitigate fraud and achieve streamlined PCI compliance.
    Learn more today at - we look forward to helping your business grow!

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