Customer Retention: Keep ’Em And Hold ’Em

“When we do catch people live, they’re generally extremely happy we’ve made the effort to connect to them,” Gisholt says.

Also as part of the continuity program, his customers receive monthly e-mails several days before their orders ship. At that time, they’re given the option of canceling their orders entirely. While he recognizes that he’s inviting customers to leave every time an e-mail goes out, Gisholt believes it’s the respectful way to treat his customers. Plus, he also gives them the opportunity to add items to their orders and increase their average order value.