• Mark Hall

    Hi Ryan – Informative article – thanks! I’ve found in my work that companies are not always ‘on the same page’ with regards to the “brand impression they make, whether it be online (any/all channels) or their customer service approach. Your data emphasizes that customers (people that have already parted with their hard-earned cash to purchase your product/service) must be supported promptly, thoroughly (including with emotional sensitivity) and in a consistent manner. All of these interactions, after all, make the brand impression and lead to more repeat business. As much as we love converting new prospects, that is clearly a steeper (and more costly) path than simply taking better care of customers we already have, and something as marketers need to remember and advocate for every day! Mark