CUSTOMER FOLLOW UP was founded in 1997 by the husband
and wife team of nineteen years, Marc and Tracy Warren.
Both are graduates of Penn State University. Marc, the
Director of Marketing, received a BA in Communications
and Tracy, the Director of Operations, received a BS
in Marketing. They are marketing professionals whose
previous positions include project manager, sales director,
marketing coordinator and corporate sales director.
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| Marc and Tracy
Warren |
Marc comes from a sales background where the emphasis
was always on getting new customers. While knowing that
new customers are the life-blood of a business, he also
knew that existing customers could be a lucrative source
of continuous business. He felt strongly that this source
of revenue was being overlooked and thought that following
up with customers and monitoring what they were thinking
about the company’s products and service could
help ensure repeat business and company growth.
Tracy, drawing on her marketing expertise, researched
the validity of this concept and determined that indeed
the information would be invaluable to a business. More
importantly, she discovered that most businesses had
no system to cost-effectively and consistently follow
up with their customers. Together they saw a valuable
service that almost any business could use. Drawing
on their combined business skills they started CUSTOMER
FOLLOW UP.
CUSTOMER FOLLOW UP was founded on two fundamental beliefs.
- Some of the best marketing and strategic planning
information a business or organization can get comes
directly from their customers. The challenge is to
obtain this valuable information objectively, cost-effectively
and consistently.
- No matter how sophisticated and advanced communication
methods become, talking to customers yields some of
the most insightful information there is.
“We believe that customers are the best source
of invaluable information and advice a business can
get, and that for a business to be successful they need
to monitor the thoughts and opinions of their customers
consistently and objectively. This unbiased information
assists a business tremendously in keeping on course
to meet their growth and service goals.”
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The
data CUSTOMER FOLLOW UP provided has made us a
much better customer service company. That has
obvious practical value—greater customer
satisfaction leads to more referrals and more
sales.”
