I got an email message from a LinkedIn group to which I belong advertising for a “Customer-Centric” Leader. defines customer-centric as: An approach to doing business in which a company focuses on creating a positive consumer experience at the point of sale and post-sale.”

I would like to focus on the key phrase – post-sale. How many times have we finished a transaction and thought we’re done? We hope we see that customer again. And, depending on the customer, there may be times when you hope to never see that customer again.

It’s what we do during and after the transaction that tells the customer their business is appreciated and welcomed time and time again.

What can you do post transaction that gains you repeat business?

  • Smile
  • Sincerely thank your customer for their business
  • Offer a bounce back reward for their loyalty
  • Have their product in stock
  • Follow up phone call to see how they liked/disliked the product or service you offer
  • Send a letter or card asking for their business
  • Offer samples of new products
  • Encourage them to share their positive experience with others (they’ll share negative ones on their own)
These are things that can set you apart from your competitors.

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2 Responses to Customer-Centric

  1. jeff noel says:

    The old common sense but not common practice theory.

  2. David Balentine says:

    In a perfect world, every business would make common sense common practice.

    Until they do, we'll keep trying to do it ourselves.

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