Orell Fussli

4. for any dissatisfaction, the customer immediately thinking about a change. “So prevention dissatisfaction before by focusing question, something like this: If there’s one thing, Dear customer, we can do a little better for you in the future, what would be the most important for you?” Develop an early warning system with the typical signs for migration readiness. 5. go to with complaints professionally. Bad or not processed complaints are a main cause of customer turnover. Think not only of the compensation of actual damage, but give also an emotional compensation. Because the customer had anger and stress, and this is a personal injury.

Five tips to recover of lost customers filing bodies ‘ not disposed of, but revive. You determine the immigrant out or sleeping ‘ customers who you have back want and that are recovered from your point of view. Search for the true causes of migration. These are often in the emotional area. 2.

the faster the response, the higher is the recovery rate. Respond immediately, for example, on layoffs. Not immediately confirm a termination, but first make a return attempt. 3. you consider a return bait. This may be material, financial or emotional nature. A money value candy is always good. Say the emigrants but also you how important it is, to get him back as customers. 4. think about what speech is most target leading. A personal conversation opened the largest return opportunities if you know to do well. In a larger action, a clever mailing with a connected phone action can be useful. Prepare everything professionally before a third chance there isn’t. 5. the first transactions must run perfectly after the return. Worry about each Detail, inform all stakeholders and remain in this phase with the customer in close contact. Hold a small, surprising comeback welcome gift ready. Thank you for the return. The author Anne M. Schuller is a management consultant and considered to be the leading expert for loyalty marketing. She has worked over 20 years in senior sales and marketing positions of various service sectors and several awards. The diploma in business administration and eight-time book author is one of the best business speakers in the German-speaking. She works as consultant and trainer and has taught at several universities. The elite of the business is among its clientele. Contact: recommended reading by Anne M. Schuller Come back! As you win back lost customers, Orell Fussli, Zurich 2007, 26.50 Euro / 44.00 CHF 226 pages, ISBN 978-3-280-05242-6 more info:

Exhibition 2012 Season: With

Why professional press and offentlichkeitsabeit before, during, and after measurement is so important at present decisions for exhibitions are prepared in many companies in the coming year. “Not only that it for almost every business large trade events with the attribute must!” are; rather numerous companies seeking personal contact to the end user very deliberately by presenting themselves at selected public fairs. Who where not with a pure entrepreneurial parading”content can or wants to, which will deal quickly with cost-benefit considerations: stand rental, exhibition construction, transport, personnel and travel expenses are usually the largest calculation items, which are to roll over. Sometimes is thinking even fair-specific advertising in the form of a prospectus, or giveaway items. Are sales targets and pay, as well as business contacts by the participation front. Disenchantment, but usually quickly follows a such narrow approach because even marketing and sales professionals is clear that fair successes can be not so simple to calculate.

Rather a fair has always a significant contribution to the image and reputation of a company to pay, and this right in different directions: compared to existing and new customers, compared with the market and competitors, compared to the own employees and potential employees as well as not to forget to media, opinion leaders and multipliers! Communication mix and dramaturgy are important all this is done not by alone. And also not within a few days of the fair. Who wants to achieve a broad and sustainable, so a fair participation for optimum performance, which should at an early stage, i.e. already consult experienced PR professionals in the initial planning phase. Their clear mission is in keeping with the entrepreneurial self-image, as well as the objectives of fair use the wide-ranging possibilities of press and public relations a harmonious, individual Periods of time, coordinated communications strategy to develop different content and individual target groups and to implement.