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This is an area which at the current time is still in need of some desperate inhouse cleaning. Some of the faux pas which currently take place are results from the leftover changes from when some banks used to be S&Ls.
My wife did not study positive psychology, neither had she studied customer relationships but she is good at human relationships and customer relationships.
Recently we asked which was more important: new customer growth or repeat business?
Every management authority on the circuit says that loyal customers and their repeat purchases are the cornerstone of your long-term successful business. The reason is obvious: it is less costly to get your existing customers to buy more than it is to find new ones. The lower cost of sale leads gives you higher operating margins, which you can then invest in other business building activities, and so it goes.
Do you remember the days when the only way to communicate with someone was either in person or on the phone? It actually does not seem that long ago does it? Where has the time gone? Times have changed and they've changed fast. Now you can communicate through email, instant messaging (IM), voice over IP (VOIP), video conferencing, web chat, and the list goes on. All of this really happened in the last three years or so.