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Assistant Vice President - Head of IT Customer Service
VP, Product and Segment Marketing
Customer Care Operations Manager
A Welcome Call
We all know the power of the telephone in building and enhancing customer relationships, yet many companies fail to utilize this power to it’s full potential. One idea that has been used successfully is ‘welcome calls’ to new customers where you have a trained team to call up new customers and thank them for buying your products and welcome them to your company. For example, several credit card companies already do this to greet new customers and build a stronger relationship with them. During the welcome call they find out more about the customers needs and also re-enforce the benefits of the card and where they can be used. Sometimes they will offer special upgrades or additional benefits during the call and, the net result often shows that not only do customers stay with your company longer, they also spend more! Taking this proactive approach requires some investment, but the results can be staggering and worthwhile. Ask yourself this, when was the last time a company called you to find out how you were getting on with the new Dishwasher?, Credit Card?, Automobile?, Computer Software?, Vacation Booking?, Bank Account? – doesn’t happen very often does it! – so there’s an opportunity to set yourself apart and increase customer relationships.