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How are you retaining your customers?

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AI Summary

Christina Bee asks service departments how they're proactively retaining customers through targeted outreach—identifying who has never serviced, tracking overdue maintenance, and determining which marketing channels (OEM programs, email, direct mail, social media) are most effective and cost-efficient. The core challenge she highlights is timing communications correctly to reach customers when they're ready to book, especially when dealing with appointment wait times that could drive customers to competitors.

Christina Bee

Christina Bee

Rust & Dust
Mar 13, 2015
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Question - What are you doing to stay in front of your service customers? Do you know who has bought and never serviced? Who is WAY overdue but lives down the road? Are you only using OEM programs? Email? Direct Mail? Social? Service marketing can be very expensive if not done correctly, and you lose business if you aren't hitting the customer at the right time, especially if you have a wait for appointments. While I provide a service that helps service business, I am genuinely curious to what everyone is doing.
 
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✨ AI Highlights

Christina Bee asks service departments how they're proactively retaining customers through targeted outreach—identifying who has never serviced, tracking overdue maintenance, and determining which marketing channels (OEM programs, email, direct mail, social media) are most effective and cost-efficient. The core challenge she highlights is timing communications correctly to reach customers when they're ready to book, especially when dealing with appointment wait times that could drive customers to competitors.

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