Get Them to Activate
If you've sold your customer a service and they're not using it, get them to activate. Examples: online bill pay; long-distance service; credit and debit cards. At the start of a new relationship, there's that warm and fuzzy feeling when a customer signs on. You got them to say "yes." Three months later you're wondering why your customer doesn't love you. Is it something you did? No. It's something you didn't do. You sold them and moved on. You assumed that the customer would fend for himself and figure out all the great things about doing business with you. The first few days/weeks of a new business relationship are critical. Kill them with kindness. Send direct mail and e-mail reminders. Thank them for their business. Do everything you can to make the "honeymoon" phase of your relationship special. In the long run, if they're not using your product or service, they're likely to bail when a better deal comes along.
—Lisa Bell, president and chief creative officer, Tivoli Partners