On Tuesday I was a delegate on Stuart Mason‘s disruptor podcast, and we had the privilege of hearing from one of my favourite business authors John Lamerton.
On the webinar John talked passionately about his new piece of work “Retention First” a book about ensuring you look after your existing customers, ensuring you do not have a leaky bucket.
I was really keen to hear John’s thoughts on this subject as it is one very close to my heart.
If baffles me why businesses court new customers with such gusto, while forgetting the customers that are already kind enough to work with them.
I don’t get it, it fries my brain.
At Proactive we love welcoming new customers, but…….
We absolutely ensure we do not neglect the ones we have. In fact one of our core vales is to “turn our customers into raving fans”.
I hope our 4.9 rating on Trustpilot and Google rubber stamps this.
I felt that by attending the webinar with our two existing Account Managers and learning from John it would:
Hopefully re-enforce the fact that we are doing the right things at Proactive.
Expose my Account Managers to someone else as passionate about customer retention as we are
Maybe go away with a few additional golden nuggets that we could implement into our business and improve our service further.
I was not disappointed, it turns out a lot of the good stuff John talked about we do as a matter of course, it is baked into our DNA as it is a drum we beat every single day.
We also don’t do some of the things that some companies do when they take their customers for granted.
Our Account Managers Abi and Kirsty got tremendous value and we went away with some new ideas that we can implement.
I have not read “Retention First” yet but I will do as soon as it lands.
Having read some of John’s other books I have no doubt I will get as much value from the book as I did the webinar.
Once I have read it I will do a review on Amazon but if you are passionate as we are at Proactive,about retaining your customers get this book I have no doubt you will get value from it.