Comments on: Feedback & Customer Loyalty

By: SS

SS — Thu, 08 Sep 2011 16:28:00 +0000

Thank you Terri Carver in figuring out why my emails were not reaching their destination, you’re awesome! Please help Richard in your department to become more proactive, he definitely needs help with his skills in customer support.

By: bobmicfo

bobmicfo — Fri, 06 Apr 2007 14:27:23 +0000

The clients value relies more on the fact that you are going to help them on their business.

By: Patrick

Patrick — Wed, 21 Mar 2007 09:31:41 +0000

I completely agree. Back when I did web design I had set up several websites with Lunarpages and always received prompt quality responses. And after almost two years working here we’re still doing a bang-up job.

By: Sensei Michael » Blog Archives » Retaining Savvy Customers

Sensei Michael » Blog Archives » Retaining Savvy Customers — Sat, 10 Mar 2007 12:22:38 +0000

[...] The latest story about Customer Service from their blog tells a lot about what it means to keep customers. In this case, it was interesting that Company A was cheaper than Company B but the customer still kept on with Company B. [...]

By: Douglas

Douglas — Sat, 10 Mar 2007 05:32:46 +0000

Tracie,

Glad to hear that LP is heading in the right direction. :)

Try being proactive after being reactive. Does that make sense? For example, a month or two after a ticket is closed, pick a few random ones and send the customer a note asking “Just checking in to make sure everything is okay with your Lunarpages account” or even better, call them. I guarantee it’ll impress them.

Other things you can do is have an open feedback form (I posted about this on my blog – email me if you’d like the link) or an easy way for customers to provide feedback. I know you guys have something, but I don’t think it’s dead obvious like it needs to be. It needs to be in the customer’s face all the time.

If customers post on the feedback forum or are at a point where they are dealing with retentions, it’s too late. You need to get to them before that happens. Squash the problem before it occurs and it’ll save everyone (customer and company) time and headaches.

Keep up the good work guys! It’s the little things like these that are the toughest to do!

By: Tracie

Tracie — Sat, 10 Mar 2007 03:43:14 +0000

Thanks, Doug!

Lunarpages strives to be Company C. We are pretty proactive about feedback with our retention calls, feedback forum, and questionaires for customers.

As for losing sleep, I’m with Amy! ;)
(not while sleeping..) … (the part about losing sleep) … (you know what I mean!)

By: Douglas

Douglas — Sat, 10 Mar 2007 02:28:47 +0000

Amy,

That’s why I included the “at least concisely thinking about it” bit. I thought losing sleep over it was kind of cruel. They wouldn’t want to affect your beauty sleep!

Appreciate the compliments! Glad it was helpful!