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As an existing customer how does it make you feel?
I was very tempted to walk away from a £100 order as when I logged in to my account the 10% discount was removed, but given that they are pretty much the cheapest company that I trust anyway I just used another email addy & beat the system, I just thought it a waste of a returning customers good will, perhaps the companies that do this have a good reason, please explain?
Cheers.
Phone them up, tell them you don't think they value your custom, they will 99.9% give you the same offer as a new customer.
LHS, that maybe so, but as a customer I really don't feel I should have too.
Cheers.
Phone company, Sky, etc who offer big discounts/incentives to new customers but not to existing customers renewing or continuing: grinds my gears.
Online retailers, etc, offering 10% discount on your first order as sort of a loss-leader: totally fine with that. (Especially, as you noted, it is often easily circumvented. Don't know how many times I cancelled/signed up to the Wiggle newsletter in years gone by!)
LHS, that maybe so, but as a customer I really don't feel I should have too.Cheers.
You are just a number to them. Nothing more. You already know about them, so the enticement is previous good experience (you say you went back anyway). New customers need other enticement. If you leave they dont really care, if you ring and ask for more they will give you loads, because you will go out and tell everyone they are great, and most of those YOU entice in for them (you are now a walking advertisement) will forget to ask for the same offer.
I should quantify it by saying that it is not a big company, rather one that is at the top of their game in a niche market (vaping liquid), so I would of thought they couldn't afford to lose a good customer.
Cheers.
Phone company, Sky, etc who offer big discounts/incentives to new customers but not to existing customers renewing or continuing: grinds my gears.Online retailers, etc, offering 10% discount on your first order as sort of a loss-leader: totally fine with
But they are both exactly the same thing aren't they?
This has been done about singletrack mag a few times now. They have their reasons, and it's legal. I decided to not renew and have a look at the deals once the time was served. I never got around to it.
rather one that is at the top of their game in a niche market (vaping liquid)
Who is it?
one that is at the top of their game in a niche market (vaping liquid), so I would of thought they couldn't afford to lose a good customer.
At the top of their game, in a niche market.
That's when you can afford to do it. Nowhere else to go for the same quality of product or service?
Is it Decadent Vapours ?
The AA got me with this. Longtime breakdown cover. Ooh, home insurance has decent cover for bikes, and even better, free breakdown insurance for new customers.
Now, I'm a new customer to AA Home Insurance, right? No. I'm already an AA customer...not allowed the discount even though its a new insurance product. I asked if they could just tack it onto the end of my current policy, no can do. I complained online and by telephone and got nowhere 🙁
Who is it?
TheArtistFormerlyKnownAsSTR 🙂
NG, yup, answers the question above.
wrecker, you seem to have proved the point I couldn't make.
@ maccruiskeen 😆
Cheers.
They do give points on every purchase that can be used to knock cash of next time.
Do you mix your own or buy ready mixed ?
Proper cheap to mix your own (with their basic recipe using their products) and comes out way cheaper. Even cheaper than the crap you can buy off the market or at the petrol station.
I mix my own, the diluent is easily available cheaper elsewhere, the nic the same, but I do trust them.
Cheers.
The AA do this to me every year so far each year they have dropped me to the new customer rate when I have rung to cancel but I imagine I'll be moving on this time as my previous argument has been that the actual cost of a call out is irrelevant as I didn't call you out last year and also to point out how rubbish they were 6 years ago when I did call them .
Suggest an alternative answer to the questions:
How do you get new customers in a highly competitive commoditised market?
How do you then make a profit?
There is a prize for the winner.
TheArtistFormerlyKnownAsSTR
He's not posted a photo of his truck recently, the vaping business must be booming...
wilburt, I'm sure most on here know the answers you seek, FMPOV I would say why pay more for a product that is available for less, especially as you have already given your loyalty to the company?
Cheers.
Wilbert ,Is the answer price your product correctly, deliver a quality service and offer advantages to loyal customers so you retain them and they spread the word to potential new customers?
Wilbert ,Is the answer price your product correctly, deliver a quality service and offer advantages to loyal customers so you retain them and they spread the word to potential new customers?
So long as no-one else promised the same for less, in which case back to square one and no business left to run.
So, to sell to Brits, it's loss leaders and a laziness tax for those who don't move.
Car insurance companies are bad for this too. I just got my renewal quote, just under £500. So I did the meerkat comparing thing and the same insurance company came in at £360 for the same cover. I'll give them a ring and ask them to match their own quote and if they don't I will go elsewhere
Another vote for the AA - looking forward to being told what a valued customer I am and how great my 'gold' membership is for £240/yr and then having to ring up, point out I can get exactly the same cover from RAC/Green Flag/whoever for 1/2 price. They even had a dedicated phone option last year!
As above I think some companies do treat it as a laziness tax...
It's a tricky one for companies too. Sometimes you need to offer products/services at or near cost price, or even at a loss, to attract new customers. You cannot run a viable business by selling at those prices to your existing customer base. So you either have to differentiate, and hope your existing customers don't mind seeing "introductory" offers, or you have to not do those introductory offers and not attract as many new customers...
I really do get the concept, but it doesn't get me past the fact that I am paying more than the next man who has not show the loyalty that I have, I just don't like it & I can't get my head past it.
AD, what deal did they give you? They wouldn't consider price matching Green Flag as apparently the cover is incomparable, I told them I don't really care about the glitzy gold cover and all the extras, I just want a basic tyre change or get the wife home service, not bothered what colour the van is as long as it turns up!
They went from £180 to £140ish, for 2 adults covered in any vehicle. I'm a bit tied as one vehicle is a 3.5t 6 metre van and a lot of the other outfits won't recover it, Green Flag will for under £100 but then I'd need additional EU cover next year. We also cover for recovering horses which is discounted for AA members.