Don’t wait until your customers say goodbye to tell them you love them

existing customers with love. Occasionally offer them something akin to the promotional offers you make to lure new customers. And I don’t mean having third-party sales agencies call them up and, in the guise of “making sure you’re getting all the savings you’re entitled to,” try to up-sell them into new service packages. (Yes, Rogers; I’m looking right at you!) Recognise who your best customers are — like airlines do with their frequent-flyer programs — and make things a bit more special for them.



iPhone 5 coming October 7

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