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Make Sure Customers are Using Your Product

July 29, 2009 By Joe Rawlinson

Make sure your customers are getting the value and benefits they paid for.

You have customers that sign up for your service or pay for your product and then never use it again.

Isn’t this a waste of money? Yes, it is.

Why should you care about these customers? After all, they already paid you and you collected your money.

One key element of customer loyalty is that you actually care about your customers after the sale.

We’ve used Carbonite backup service for our desktop computer in the past. There was a period of time when we didn’t have our computer on for a while while we were on vacation.

During that time, Carbonite sent us an email letting us know that the software hadn’t been able to backup any data recently and wanted to make sure everything was still fine.

In our case it was but the idea behind the email deserves your attention.

Carbonite is a service that you have to renew. Just like Norton Anti-virus does a good job of detailing all the benefits you’ve received over the past year, Carbonite doesn’t want to you to miss out either.

Why? Because when it comes time to renew the service, the customer needs to have good memories of the benefits that have been delivered over the life of the product or service.

Your customers have paid good money for your product. Make sure they get what they paid for. Going the extra mile to remind customers of what they purchased will take you beyond just a transaction and into starting a solid relationship with your customers.

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