Yesterday I received a call from someone at Barnes and Noble. She wanted to know if I wanted to keep my corporate discount activated since I hadn’t used it in more than a year.
You know what?
I had forgotten I had it.
But guess what?
I’m going to use it now.
But that doesn’t harbinger well for Borders, where I usually use my corporate discount.
I didn’t ask her, but I got the sense she was calling “lapsed customers” in between her other duties. Or perhaps that was her duty for the day.
Barnes & Noble’s CEO warned employees recently that the company was in for a tough holiday season. So having employees comb their records makes perfect sense to me.
Does it make sense for your business? What if each employee set aside 20 minutes a day to call customers who hadn’t been in for awhile? What if they also called customers who just made a purchase yesterday.
Let me be clear here. I don’t mean e-mail. You can stand out from your competitors by picking up the phone and calling your customers. Or, in some cases, drop by and see them in person.
PS: You can read more of my posts at Customer Service Experience