Knight-Dik woos Lost Souls 

Ross has developed a marketing campaign aimed at winning back customers who have left his Worcester MA agency.  

Initially, the agency sends out a survey letter with a post-paid business reply envelope and a coupon enclosed.  The letter expresses regret that the agency has lost the customer, and asks if the ex-customer would be willing to help out by letting Ross why they left.  The coupon asks what chances the agency has of doing business again in the future.  

The first contact is followed up during the year by a “stay in touch” postcard mailing and a third contact, a request to submit a quote. 

The Knight-Dik staff has earned a reputation for superior customer service. Their retention rate is in the high nineties.  Moves and deaths account for most of agency’s lost business. But the agency’s customer service reps care about all the lost business, and do what they can to woo others back.   

The new Lost Souls campaign is a “listening” approach that is bound to help!