Kathy Sierra
strikes again with a simple but very important point about how most of us differentiate treatment of prospects and customers.
We woo our prospects like crazy with great offers, slick presentations, lots of love. But once they've signed on the dotted line and become customers, we all too often take the relationship for granted.
Kathy uses a
marriage metaphor successfully in
her post. But a more direct analogy that might help many of us is to simply think of your customers like prospects.
How would you treat them differently if they hadn't yet signed up? How would you treat them if you knew that they were making a renewal decision later today?
