A Continuity Mailer ... Who Me? Never! Why Not?

Ramp up customer service. Send a welcome letter in each customer's first shipment, detailing how your continuity program works. This will go a long way toward ensuring customers understand what to expect.

Consider providing your customers access to their accounts online. Not only does this save you money in service calls, but it gives the customer more control over her account. As Green Mountain Coffee did, you may want to consider a special customer service line for continuity customers.