[FUEL] How to Create an Amazing New Customer Experience

By Dawn Shuler You know what the most important thing about a new sale is? What happens AFTER the sale. Whether you sell flowers, watches, subscription boxes, coaching, healing services, or anything else in between, you need a strong onboarding process and new customer nurture campaign. Why? Well, because it costs five times as much to attract a new customer than to keep an existing one. Here’s another statistic: the probability of selling to an existing customer is 60-70%, while the probability of selling to a new prospect is 5-20%. (Source: http://www.invespcro.com/blog/customer-acquisition-retention/) What that means is that loyal customers are more likely to buy again and again, and it’s cheaper to sell to them than to try to sell to a brand-new person. The best way to make a customer a loyal one is to start out strong from the get-go with a clear onboarding process and a delightful customer
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Delta and the 7 Guiding Principles of Customer Service

By Dawn Shuler We were recently on vacation, and we got on vacation by flying from the Washington, D.C. area to Sitka, Alaska.  Even though we used our Alaska Airlines miles to book our flight, part of our flight was routed on Delta, one of their partner airlines. You know where this is going already, don’t you? Yep, there were problems. First (and isn’t that sad that there’s going to more than one point?), we didn’t get any notification that our flight had been cancelled until 10 minutes before we got to the airport, which wasn’t helpful.  We walked into the airport, and we were visually slammed by the wall of people standing in multiple lines.  After a few minutes, we ascertained the lay of the land. Our flight indeed had been cancelled, and, funny enough (or not), when I called Delta’s main number, the recorded message played, “I’m sorry.
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