IT'S THE LITTLE THINGS THAT MATTER

For the past 14 years I have been wearing nothing but Hush Puppies shoes, and all because I was once given (as a member of the press) a voucher entitling me to one free pair. They're also pretty comfortable too but without that initial offer I doubt I would have even tried a pair.
Where am I going with this? Well, it doesn't take much to win a customer for life but it only take a little to lose them. I asked my subscriptions manager to let me know if anyone decided not to renew their subscription to our magazine so I could establish the reason why. And in the first email I have written (thankfully less than 0.5% of our subscribers are deciding not to renew) I got a wonderful reply, thanking me and saying: "This is such a good example of a company trying to win the hearts of its customers." I was pretty pleased with that comment and might even post in on the wall for everyone to see.I think it means something when the 'boss' takes a real interest in the customer.