Now You Can Build Customer Loyalty with SitStay

Guest Author

Do you really know your customers? Stacey Carlson, Chief Operating Officer at pet-retailer SitStay, thinks that you probably don’t.

Stacey shares her #1 tip, which is to get to know your customers and tells us how she learnt more after her first two phone calls with customers than she had in the 10 years of running her business prior to that. She too says she used to think she knew and understood her customers’ real needs until she started speaking to them on the phone or in person.

Beyond that Stacey also takes us along a walk of Memory Lane. SitStay was founded in 1995 and at some stage used technologies like Geocities and Yahoo Groups to help it grow. Today it uses a wide variety of tools to reach their customers, build loyalty and grow their business.

Oh… And as a bonus Stacey told us how they wanted to determine which of their dog toys was truly indestructible by running over the toys with a lawnmower. Repeatedly.


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Some of the best quotes from the episode:

I go to sleep and all I can think about is solving the next problem. Click To Tweet The company started as a way to just showcase our favourite (dog) products. Click To Tweet We use Facebook to build loyalty. Most customers need to trust you before making a second purchase. Click To Tweet We need to understand our customers right at the ground-level. Click To Tweet I learnt more about my customers' needs in two phone calls than I did in 10 years prior. Click To Tweet We look at who our competition and we just try to do things better. Click To Tweet The biggest problem is that companies only advertise on social media when they want to sell. Click To Tweet

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Credits:

  • Music featured in this episode was “Celery Man” by Birocratic and can be found at www.soundcloud.com/birocratic.
  • This podcast was produced by comealivecreative.com.