Service versus Sales

Used car salesman (courtesy of Chaka Raysor)

I am always puzzled why companies spend a lot more energy and focus on trying to sell rather than pleasing their customers. If you don't already know, customer retention is a far more profitable strategy than customer acquisition. That, plus the fact that word of mouth is taking off more than ever in this ad-saturated age of increasingly powerful social networks.
Here are some sobering statistics which tells you why you should pamper your existing customers rather than court new ones:
(Source: Customer Are Always)

Studies have also shown that a Customer's Lifetime Value (CLV) can be far greater than that of a single transaction. In fact, 70% of a telco's revenue comes from 30% of its customers: those who stay for years and purchase increasing levels of service.
There is a nifty way to calculate CLV here.

Now shouldn't you start paying more attention to those customers who made you who you are?

Labels: , , ,