Archive for the ‘Tips and Advice’ Category
How To Increase Revenue With A Customer Retention Survey Wednesday, January 23rd, 2008
There is a very interesting story on how I came about this topic of customer retention. It happened this past December when I was readying myself for the holidays. Making my list, checking it twice, you know the deal. As I was doing this I received an email from blockbuster.com
Well it was a little before Christmas day, so I figured like so many other retailers that Blockbuster was sending me some sweet coupons or a promotion to entice me to buy some stuff. Well imagine my surprise when it was a notification of a price increase. Ain’t that about a b@#tch? I couldn’t believe two days before Christmas this was Blockbuster’s idea of a gift. Talk about awful timing and coal in your stocking.
Needless to say I was livid. So I did what any other self respecting American would do. I wrote a letter whining and complaining. I basically told them that this increase was not merited considering that they weren’t adding any new value to my membership. Especially when you consider that their competitor Netflix did just the opposite and is now offering movie downloads included in their existing memberships. Needless to say that my email fell on deaf ears. I received the traditional corporate response about their cost rising, blah blah. So at this point I was seeing red and it wasn’t Christmas red!
The Survey That Changed It All!
I took myself right over to blockbuster.com and logged into my account. (more…)
