Retention strategy: Nurse Next Door gives new meaning to humble pie

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#438 in the Purple Goldfish Project comes from the book ‘Customer Love’:

nurse next door


“Humble Pie. When this Canadian home health care service provider stumbles . . . they deliver a fresh baked apple pie and a note apologizing for poor customer service. Each year they spend about $1,500 on pies, but they estimate it saves about $100,000 in business going elsewhere. That sounds like pretty strong ROI as 65% of customers that take their business elsewhere do so because of poor customer service.”

Marketing Lagniappe Takeaway: When your wrong . . . admit it and make amends quickly.

Today’s Lagniappe (a little something extra) – Here’s a video talking about Nurse Next Door and their brand promise:

Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.

How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth?

Where is the GLUE in your marketing?

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Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.

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