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It’s Not Your Customer’s Job to Remember You

Published 3 months ago • 1 min read

They don’t go because they’re mad. They go because...

Hi!

Customers have busy lives. Don’t be lulled into thinking they care.

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They don't

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They’re not thinking about you as much as you think they are. If you’re not actively staying on their radar, they’re gone

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This week’s CX Passport guest, Vance Morris, puts it simply:

“It’s not your customer's job to remember you. It’s your job to remind your customers that you exist.”

It’s a twist on the classic adage that companies focus on the new rather than existing customer.

The twist is that often brands make that mistake AND still assume the customers will hang around. It’s not about hanging around…customers will simply forget about you.

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And then?...the reality is, most customers don’t leave because they’re unhappy.

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They leave because they feel forgotten

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Ok, Vance. I don’t want to be that way. How can I stay top of mind? Hit them with a bunch of sales pitches? Bury their inbox?

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Nope. Vance does this by:

“Creating experiences out of the mundane.”

It’s not something just for the big brands like Disney (something Vance knows a TON about). Even Vance’s carpet cleaning business does this.

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It’s not about expensive perks or grand gestures. It’s about taking everyday interactions and making them just a little more memorable.

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Answering the phone? Make it fun. Sending a bill? Add a personal touch. Fixing a mistake? Do it with such care that the customer actually feels valued.

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Your Turn…

How are you reminding your customers that you exist? How has a brand reminded YOU about them in a way that you really loved?

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Put those tray tables up and buckle those seat belts. Let’s go!

-Rick

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P.S. If you know someone who might benefit from this week’s newsletter, please feel free to forward this to them. Or they can sign up here.

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What’s on tap this week?…

Host - Rick Denton

Rick believes the best meals are served outside and require a passport

🎤🎞️“The one where he Disnefies Customer Retention” with Vance Morris in CX Passport Episode 208

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