Have you ever wondered why advertising is considered an investment, but customer service is a cost?

Many merchants are happy spending tens of thousands of dollars on advertising reaching new customers, but if customers try to reach them, they make it as hard as possible to connect. In this video we’ll see why we need to switch this thinking.

A business’s purpose is to solve a customer’s problem, and make them happy as a result. And so if this is the purpose of a business, shouldn’t that be where the company invests most of it’s time and budget?

It literally takes less than 2 minutes to order a pizza through the Dominos mobile app. All you need to order a pizza for someone is their address. You obviously have this because you’ve (hopefully) fulfilled the customer’s order.

Calling your customers to say thank you will evolve your business. For one, you’ll make more money through upsells, but more importantly, you’ll build better relationships with your customers. Let’s dive into five specific benefits of calling, instead of only sending an email.

Previously in Episode 4 we explored how Zappos achieves a 75% customer retention rate by investing in customer experience. In this episode, we’ll explore how you can adopt the Zappos model for your small business.