Keeping the customers you do get is hard work. As the bottom drops out of your customer base you need to refresh this with new customers. However, you are less likely to lose a customer if you treat them properly. To do this you do not have to be the cheapest provider or the one that provides an abundance of discount codes, you have to 'treat them with the respect they deserve'
You would not walk into Tesco's and expect to be having to walk around people mopping the floors... nor would you expect them to have everything hidden away in boxes - you want it on display, easy to buy, with multiple payment options and a friendly manner if anything does go wrong. The same is true online. Provide the care and support they need, along with a nicely laid out website, an easy checkout option - and there is every chance you will see them again and again. |