Do you really know your customer? What percentage of your customers come back to you to do business with you again? Do they love you so much that they tell other people about your business and get you referrals? If you don’t like the answers to these questions, or are hesitant to answer these questions, then chances are you do not know your customers as well as you think you do, and they do not like you as much as you thought they did. In this episode of A New Direction World Renown Customer Success Expert Donna Weber explains why your customers are not advocating and returning, how much it costs you when they don’t, and gives you a framework so that your customers will champion your business.
Donna Weber’s book “Onboarding Matters: How Successful Companies Transform New Customers Into Loyal Champions” dives into onboarding your customers so that they return and tell others about you. As Donna points out, the cost of a new customer is far more than the cost of an existing customer that champions your business. The biggest problem is that we don’t understand our customer as well as we think, we ask the wrong questions, and we do not onboard them in a way that they not only stay on board, but want to bring others with them. Enjoy the show and get your copy of “Onboarding Matters“.
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