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Market !NC Blog

Water Retention:Not Good … Customer Retention:Awesome

Water Retention:Not Good ... Customer Retention:Awesome

Customer Retention

Can you develop new business without knowing anything about your current or past customers?  Sure you can.  It may not be the smartest, most cost effective, most efficient thing to do… but you can do it.  When money is tight and time is tighter, it just doesn’t make sense to do that.

What’s your retention rate?

I’ve spoken to quite a few small businesses the N.Y.C. area and Long Island.  When I ask about their customer retention rate, they usually say “It’s high”, “It’s good” or “That’s not a problem for us”.  When I probe and ask them for the numbers, 99% of the time I’ll get the disappearing-neck shrug of the shoulders.  Bottom line, they really don’t know.

Your customers are one of your biggest potential resources.  Cultivate them.  Baby them.  Respect them


 Here are 7 easy steps to increase customer retention:

  1. PERCEPTION                      Remember that it’s all about your customers’ perception…not yours.
  2. MEASURE                            Don’t rely on your feelings about customer retention.  Measure it!
  3. DELIGHT                               Focus on customer ‘delight’… not just satisfaction
  4. DEAR JOHN                         Get the facts on why customers leave.  Ask them.  Don’t assume.
  5. FRIENDING                         Cultivate consistent ongoing relationships with customers.
  6. EXPECTATIONS                 Proactively manage your customers’ expectations
  7. BLACK BOOK                      Reach out to all of those folks in your “little black book” of ex-customers

Love thy customers

ScreenHunter_01 Jun. 21 11.37

Your customers are one of your biggest potential resources.

Cultivate them.

Baby them.

Respect them.

Love them even if they leave you!

High customer retention rates could the fuel you need for your business.  Raise those rates and it’ll increase customer loyalty and new referrals.  Now that’s the type of synergy you need.

10 Steps to Email Marketing Success

10 Steps to Email Marketing Success

Email marketing success is within your reach. It can be a cost-effective way to secure new business. Well, it’s only cost effective if you can reach a respectable return on your minimal investment. These tips walk you through a well thought out process that’ll help you optimize your R.O.I. and garner new business.

Email Marketing Success

S-h-h-h-h! Don’t Tell! Small Business is BIG.

S-h-h-h-h!  Don’t Tell!  Small Business is BIG.

National Small Business Week began on June 17th.  But, it’s not too late to learn about how big small business is … and how they can grow even bigger.  There are some great insights here from small business owners who made it big-time.


The Best Advice For Small Businesses From Experts Who Have Lived It from HubSpot

hubspot small biz advice

SEO vs. Content Marketing. And the Winner is?

SEO vs. Content Marketing.  And the Winner is?

SEO vs. Content

Why do we always have to have one winner…one best in the pack…one thing to talk about?  Digital marketing vs. traditional marketing.  E-commerce vs. brick and mortar.  Sales vs. marketing.  SEO vs. content marketing.

Barry Feldman just wrote a great article about the insanity of debating who wins in the Content Marketing vs. SEO battle.  I’ll give away the ending.  You might be the potential loser and there are no winners.

Content Marketing vs. SEO: The Truth Behind A Ridiculous Debate – www.contentmarketinginstitute.com





Noise or News? Truth & Static in the Digital World.

Noise or News?  Truth & Static in the Digital World.

“They can’t say anything on the internet that isn’t true.”  Most people snickered at the State Farm Commercial that made this statement popular.  Perhaps the funniest (or saddest) thing is that most people seem to struggle with the difference between noise and news.

In the audio world, noise refers to unwanted electrical fluctuations in signals that cause audible, acoustic noise (“static”).  In the world of digital photography, noise is “an undesirable by-product of image capture that adds spurious and extraneous information.  When we think about static in the world of sound, it’s easy to understand how it detracts from the “truth” of the sound.  When a digital image is overrun with noise, we’ll see the specks, discolored splotches and graininess that detract from the “truth” of the image.

In the world of digital messages, social messaging static often drowns out the truth.  The easy, accessible exchange of information on the internet has certainly created a lot of noise.  In my opinion, more noise than news.  The tsunami of tweets, posts, messages and updates that inundate our digital world are often more noise than signal.  The truth may be hidden under layers of static.  But, most people don’t bother searching for it.

Lazy citizens of the social media world don’t think beyond the boundaries of 140 characters.

They ‘talk’ far more than they listen and don’t thirst for underlying truth.  Instead, intriguing bits of non-substantial information become social currency are traded for notoriety.  They clutter the internet and cloud the power of social media.

Social media puts a great deal of power into the hands of ‘the people’.  Those who approach it with a sense of responsibility are those who should be the leaders of the social media world.  These are the folks who have the patience, fortitude and intelligence to tune down the static in pursuit of the truth.  That’s where the real power of social media lies.

What Are People Saying?

Outspent and with mediocre brand imagery scores, Susan developed a strategic plan that focused on influencers across a broad range of target audiences. This plan maximized the impact of the marketing dollars and resulted in increased brand awareness, retailer placement and sales revenue.

J. RutherfordVice President, Corporate CommunicationsFujifilm Holdings

How We Can Help You.

We are marketing consultants based on Long Island, NY. Over the past 20 years, we've built fierce market leaders in a broad range of businesses - from tiny start-ups to global Fortune 500 companies.  Our experience spans multiple industries from consumer electronics to financial services and from food services to photo.  We're looking forward to talking to you to see how we can help take your business to the next level.