Do What Most Businesses Don’t Do

Most organizations have a sales process, sometimes just sales people running around doing mostly their own thing. What most do not have is a retention process, a process after the first sale to bring them back. And if they do try to reconnect with customers, it’s to ask for the sale. Better is to have a defined retention process to connect with customers post-sale to develop a relationship, to understand them, to help them.

According to marketing consultant Noah Fleming, every customer touchpoint should have an appropriate reason. This process will guide when it’s time to ask for a testimonial, when to ask for a referral, when to up-sell, when to nurture, when to simply follow-up. Not enough businesses are doing this effectively — if at all. Listen to this excerpt from The Customer Loyalty Loop, a session of ExecuNet Master Class led by Noah to hear him talk about this opportunity so many businesses miss out on.

William Flamme

William Flamme

William Flamme is ExecuNet's Marketing Content Manager, where he is responsible for developing engaging career, job search, and leadership insight and delivering executive-level content across the various properties under the ExecuNet brand. Prior to joining ExecuNet in 2008, Will earned a master's degree in education and taught fifth grade and sixth grade. As a teacher, he deepened his appreciation for the written word and mastered skills necessary for managing writers who sometimes view deadlines as homework.

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