Repeat Customers

Some companies focus on maximizing revenue from every single sale. Upsales are pitched, hidden fees added, every possible cost is included in the final bill. The accountants love it, because the profit per sale is growing.

 

But the sales department is in chaos- they work hard to get someone in the door, only to have the billing experience chase them away. Operations struggles to maintain consistency, since one week they are swamped, the next they are a ghost town.

 

The short term view is to maximize revenue per customer. The long term view is to maximize customer happiness. Happy customers will fill a seat hundreds of times- and that’s where the big money is.

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