The other day I walked into one of the local spas by my place…
…and I realized how clueless people are when it comes to using the web to market their businesses.
They thanked me, and they also said they hoped I came back again soon.
And that’s it.
They didn’t ask for my email address.
They didn’t offer a loyalty program
Nothing.
Now take a guess what I said…
“You guys are crazy! You’ve got customers who come in for massages, and you’re not building an email list?”
“Let me ask you a question: Do you find that most of your customers are regulars or one-offs?”
And they said “We have a lot of regulars, but we also have a lot of one-off customers.”
I went on to say “how awesome would it be if you converted more of those one-off customers into regulars?”
Naturally, they were interested.
How to Convert One-Off Customers Into Regular Customers
So, I went on to tell them the perfect email marketing strategy for a spa.
I told them to get the email address of every single customer that enters their doors.
Then, I told them here’s what they should do:
- The day after the massage, send a helpful reminder email reminding them that it’s important to drink water after a massage. And that’s it.
- 1 week later, I told them to send an email where they just check in with the customer. No sales pitch. Nothing. Just a simple email asking them how they’re doing, and then share some data / research about the importance of getting a massage regularly.
- 2 weeks after that second email, I told them to send one more email where they offer a loyalty program…
…but not just ANY loyalty program!
Here’s How To Create Loyalty Programs That Work…
I told the spa to structure their loyalty program like this:
If the prospect scheduled an appointment today, they’ll gain access to a special loyalty card that would work like this:
For every 10 massages, get one free.
But here’s the kicker!
To entice them to schedule the appointment right away, I told the spa to tell them this:
Get the appointment now, and we’ll punch your card for this session, the session you already did, and we’ll give you a free punch too.
That way, if people come in for a massage during that week, they get 3 massage sessions of credit…
…and they only need another 7 massages to get a free one.
Why is this KEY?
I’ll tell you why.
How One Car Wash Implemented A Loyalty Program
I wrote about the car wash loyalty experiment a while ago, but here’s a quick refresher.
Two researchers, Joseph Nunes and Xavier Drèze, conducted a customer loyalty experiment with a car wash…
…and they found that “artificial advancement” increases customer loyalty 82%.
What’s artificial advancement?
I’ll explain.
On two consecutive Saturdays, they gave out loyalty cards to car wash patrons. Half of the cards required 8 car washes to earn a free car wash. The other half required 10… but instead of requiring the full 10, the car wash gave a 2 car wash head-start as a free bonus.
In both scenarios, the patron needed to buy 8 car washes total to get a free car wash.
However, in the second example, people received a 2 car wash head-start, which is deemed “artificial advancement.”
But here’s what happened:
During the next 9 months, 28 out of 150 people earned a free car wash when they didn’t receive artificial advancement. However, 51 out of 150 people earned a free car wash when they did receive artificial advancement.
The same 8 car washes… one slight tweak… customer loyalty went up by 82%.
Insane!
But why? Why did artificial advancement increase customer loyalty?
People are more likely to complete tasks when they’re closer to the finish line.
When you start with a loyalty card, and you only have 1 car wash punched, that means you’re 12.5% complete.
But when you start with a loyalty card that has 3 car washes to start, you’re 30% complete.
Even though the patrons need the same 8 car washes, in one instance they’re 70% away from the finish line… whereas in the other case they’re 87.5% away.
A nifty little behavior trick, right?
Right!
But there’s one caveat:
The artificial advancement only had that drastic of an effect when there was a clear reason why people were receiving the artificial advancement.
In other words, you couldn’t just give it to people for no reason.
Instead, you’ve got to give them the artificial advancement for a real reason… like a sale… or new customer appreciation… or anything like that.
Now let’s take this back to the spa
Do you see what I did there?
Based on the car wash research, the data says that they’d be 82% more likely to complete the loyalty card when they have the advancement.
So, when you offer the new customer a loyalty card with the opportunity to have 3 massages, you’re giving that customer 30% completion, meaning they’d be 82% more likely to complete the card.
But it gets better…
If these one-off customers didn’t have a massage habit, after getting that many massages, you can bet they’ll develop one.
And all this spa has to do is send out 3 emails after a new customer uses their services.
God I love marketing. 
Let’s take this back to you and your business…
How do you follow-up with new customers?
What do you do to try and turn new customers into repeat customers?
Smart email follow-up is the KEY.
So, if you’re not putting your customers on an email list, start doing that.
And if you’re not following up with new customers, start doing that too.
And in those follow-ups, you should approach them as a friend who’s trying to help.
Show them data, give them research, and explain why they made a smart decision. This shows your new customer that you have their best interests in mind, while simultaneously alleviating what’s known as buyer’s remorse.
Then, to get customers to continue buying, using loyalty programs, like the car wash experiment, or the massage card, is just the beginning.
But the reality is…
Running a business is TOUGH.
You’ve got to:
create something people want to buy
… and then get them to buy it.
Fine-tune the thing you created
…and then get more people to buy it.
Now the creation part is on you.
If your product and service sucks, human behavior tricks on a customer loyalty program won’t work.
But when it comes to getting people to buy..
You know, marketing your business… that’s something you should invest in (both time and money).
I’ll explain.
The Secret to Selling More Of Your Stuff…
When you’re running a business, your job is to make sure your products and services are the best they can be.
And that’s a full-time job.
But if you want to sell more, you’ve got to learn how to market your business, and that’s ALSO a full-time job.
And as you just saw, there are little hacks—just like that customer loyalty hack—that makes marketing your business that much easier.
How can you learn more about marketing?
You’ve got to invest in your marketing skills.
How?
Well, of course, you should continue reading Social Triggers (get free email updates, and you’ll gain access to never-before released content from Social Triggers).
Here, I pride myself on the fact that much of my free content is better than what most people sell.
I always knew that, but what really nailed that home was when my friend Ryan stumbled on my podcast “Social Triggers Insider” and said, “dude, I can’t believe you’re giving those master classes away. I know people who would sell each one for $97″
I mean, don’t get me wrong, I do have a premium training class that I released to around 100 students a few weeks ago, and they’re loving it.
And it’s true, I also sell software like Webinar Bridge, in addition to the premium training material.
But that doesn’t mean I can’t create awesome content that helps you… and give it to you for nothing.
(As long as you don’t turn into the “I can get it for free guy,” I don’t mind helping you out 
)
Because in 2012 and beyond, I believe the companies who focus on helping their ideal customers the most, will win the most business.
“Companies who focus on helping their ideal customers the most, will win the most business.” – Click to Tweet
And I like to practice what I preach.
So, on that note, I hope you enjoyed this article, and I’d love to hear what you think.
Source: Nunes, Joseph and Dreze, Xavier, The Endowed Progress Effect: How Artificial Advancement Increases Effort. Journal of Consumer Research, Vol. 32, March 2006. Available at SSRN: http://ssrn.com/abstract=991962
{ 192 comments… read them below or add one }
Excellent post, Derek. I did an interview with Ben Settle a little while ago, and he had a great little anecdote about a small health foods store in his hometown that went out of business. He was really bummed because he liked the store a lot and wanted it to stay in business. He said if they had been collecting email addresses and perhaps sending out weekly emails with certain coupons, it could have saved them because it would have meant more people in the door.
He was sincerely frustrated – because he liked the store and felt it was too bad they went under. He probably has to restrain himself from evangelizing every time he goes into a store and likes the store but fears it isn’t doing a good job of marketing itself.
Dude, I’m the same way.
I shop at local stores all the time, and I’m always offering them advice on how to get more sales into their business… to future proof them.
Not because I’m a nice guy but because I like going to the same places all of the time.
Awesome insights Derek. It sounds like simple game mechanics can play a large role in sculpting human behavior.
Keep up the great content.
Thank you Mike.
And yes, simple game mechanics can sculpt human behavior… for good and for worse.
Obviously I’m approaching this as a genuine marketer, but I’m sure there are some sleazy marketers out there who will try to abuse it.
Derek,
perfect timing on this one, as I’ve got a potential massage therapy client who needs a strategy just like this for their business. Great job of breaking it down and explaining exactly how it works. Saved me the trouble of writing up something similar for them!
Look at that. I just made you money.
Ha ha
Let’s hope so:)
I hope that spa gave you a free massage in exchange for that piece of advice!
Great post!
I know, right?
I just made them a ton of money.
I should get a free massage for that.
Great post! And I agree – it should make some $$ which is why I am going to implement it in my clinic. (Derek, if you’re ever in the Mpls/St. Paul area look me up and I’ll have one of my massage therapists set you up with a free massage)
im going to take you up on that
problem is, they’ll say you have to give 8 free pieces of marketing advice for a free massage. ; )
Haha
This is a different kind of article.
It’s still good, it still has something to take and learn, but it’s different.
Are you testing something here Derek?
What do you mean by different?
“trying something different”
Let’s see. …
Derek gave a tangible marketing idea.
He backed it up by research.
Then he explained the rationale, the why, behind the research.
Then he gave more examples of how these principles could be used in different context.
Yep, Derek is definitely up to something very, very different here.
That’s a great experiment. And it’s so true. I can remember every single time I’ve received a punch card with no punches and thought to myself, “I will never fill this thing up.”
I can also remember times when I received a punch card with a few punches and thought to myself, “I canNOT throw this away. I’m almost there.”
Crazy how that works.
Right?
I know how it works… and it works on me.
And I don’t care either.
I want the car wash anyway… might as well get there faster.
“I canNOT throw this away.” – Made me chuckle because I’ve had the exact same thought. Also, good grammar. Thanks, Sean.
Okay I had to reply to this comment thread cause I have at least 3 punch cards in my wallet still waiting to be used, and likely…they won’t. Why? Cause I didn’t get the head start, apparently. Very funny beyond true. You definitely gave me a few ideas to start offering clients as well as gaining that email list! Thanks Derek!
This is very interesting. I’m just trying to figure out how this might work with online continuity programs.
You always make the think, Derek [groan]
But I like it
That’s the point.
That’s why people read the blog here, too.
I write things people don’t often write about ;-P
Your posts are always so awesome. Derek, I can’t tell you how much your tips have changed the success of my food blog, it’s just mindblowing.
I think your developed plan for the spa is genius! I bet they’re over the moon that you walked in, haha! Free massages for life? LOL.
They were.
Though I’m sure they won’t implement it because they weren’t sure about email marketing and didn’t know how to get started.
I wasn’t going to walk them through it… I mean, this was just some random free advice heh.
Isn’t that the most frustrating thing? I’ve wrestled with the idea of starting my own consulting business focused only on helping businesses set up an email marketing program but I can’t believe how many people see the value but are unwilling to pay for someone to hold their hand through the process.
Every time I have a really bad service experience, I always think how easy it would be to open shop and eat their lunch and wonder why someone isn’t.
Loved the idea, don’t know how to make it work with a monthly newsletter where I basically charge by the year. Maybe I need to implement it with a monthly subscription at a higher price than the yearly.
Question is why when you give random free advice why you don’t give them a business card/punch card and offer them a product or service? LOL
Right on, Derek. I have felt myself falling into sales funnels this way before. Happily.
And with regards to a lot of industries– like the car wash and the spa– consumers don’t WANT to find somewhere different to go. It’s a hassle to do that, so they really do want to like the one they choose. If that’s your business, you deliver as promised, and establish even the loosest relationship with them, they are yours forever.
*Cue the opening monologue from “Hitch”*
You and me both. I fall into sales funnels like that and I’m ecstatic. I’m going to buy, might as well get some benefits associated with it.
And did you just make a Hitch reference? Awesome!
That’s the first time I’ve heard of Artificial Advancement and I’m glad I did. You’ve always got good information here. Good work Derek!
Thank you Howie
Awesome application of online principles to an offline business! I only have 9 customers so far, but I e-mailed them a little extra bonus gift and then later touched base with each one personally. Also I only have one product, so it remains to be seen if they’ll buy my next one!
I do have a large list of subscribers and am trying to develop products and services that’ll meet their needs and turn them into customers. I feel like that hurdle may be harder to cross than the customers –> repeat customers one, but I’m just getting started so I can’t speak from personal experience… yet
Turning customers into repeat customers is hard, though.
There’s something called Net Promotor score, and I may write about that at a later date
Derek,
This is genius.
Not only is email critical to the lifeblood of a business for getting repeat customers, but your added info about the artificial advancement is KEY. I think that it makes people feel like they have an inside track, and like they’re doing something a little naughty by getting extra punches on their cards.
It’s kind of a similar thing with charging higher prices, but giving even more value. When a customer feels like they’re stealing from you just a little bit, I’ve found that it seems to be just about enough value to command a higher price.
The people that don’t understand that feel as though their customers are just being cheap, when it really means that the business owner just isn’t giving enough.
Thanks for the powerful post.
-Joshua Black
The Underdog Millionaire
There’s an article I’ve sat on for a while… that I Haven’t published… but that whole idea of “customers getting away with something” is interesting psychology, and I may write about it in the near future.
Derek, I think you should write that article. On Friday, I went into Safeway to buy two shish-ka-bobs… one beef, the other pork. Well the guy behind the counter came around to my side and pointed out that the beef one was cheaper but if I was okay putting them in the same brown wrap he’s charge me as if they were both beef. He said that “no-one else was there” so he could do that if he wanted.
As a biz improvement advisor, I found my reaction interesting. I thought “jeez, there goes the consistency factor… and… if every employee gave stuff away because no-one was around, there goes the profit margin. However, I also thought… this guy just gave me a deal, brought me into his little secret and I’ll look for him when I go back.
I always talk about the customer experience and how employees are your competitive advantage. I talk about hiring right, training well, and then letting them do their job. It wasn’t until this experience that I realized that part of the “empowering” employees is to give them the freedom to “wow” in ways beyond simply providing great service. Instead, by permitting them to “wow” in a way that is individualized to a certain $ value, along with the great service is far more powerful. Of course, what he did wouldn’t work if there was a huge line of people waiting because then we’d all expect a “deal” but it certainly worked for me in this case.
Hey Derek,
Fantastic article! The loyalty program study blew my mind, while also making me think about loyalty programs that I am a part of. Even just the simple refill punch card brings me back to the same gas station every time, and they give you two punches on your first card too!
I’m trying to figure out how to apply this to a consulting business. Punch cards work for some things, but I feel wouldn’t be the right ticket for Consulting. Besides generating results for a client, what things could a consultant do to facilitate more client loyalty?
Any suggestions from anyone?
For consulting, you’re right.
A punch card wouldn’t work.
But let’s say what you do is something that you can do monthly, and they only hired you for one month.
To reactivate that customer, you can say, since you were a first time customer, I’m giving you this particular package.
I don’t offer this to anyone else other than first time customers.
Awesome insight, you’ve definitely got me thinking about how to craft an offer to get them coming back. Creating scarcity is something I haven’t tried yet, hadn’t even thought of it. Thanks for your help Derek!
One of our Accounts offers 2 Car Washes for the Price of one. So every other car wash is FREE then will text them only to remind them of the FREE Car washes they are owed and does not try to push the par for washes.
Thoght that was Clever.
That’s an interesting little experiment, though giving away 50% of your product is a sure-fire way to kill profitability.
Hey Derek,
Agree the mechanics of this make a great best practice when cultivating customer loyalty. I don’t even feel like anyone can “abuse” this system, since you’re either giving something away for free, or you’re not. Whether it’s 8 or 10 car washes. Know what I mean?
Yep. Exactly. Either way people are getting more of what they already wanted in the first place.
Thanks a lot. We will put in to action.
Hey Jeroen,
Glad that you liked it, would love to hear more about what you plan to do though
Thanks Derek! Every post you’ve made has got me immediate results. It’s AWESOME. Now I just need more time to implement all your ideas
I’ve wanted to implement the car was experiment with my Massage DVD. I don’t really have a repeat customer scenario though. However, I do have a secondary goal which is to opt into my email list & get people to continue checking the messages. I’ve just been trying to think how I could use it
Maybe if they send me the headlines from 5 previous emails they get a discount or additional bonus when they buy? Has anybody tried something like that before?
That’s an interesting idea… and it rewards people for reading your email… and saving them.
Interesting.
With my business, I’m able to send videos to customers emails and I receive a text and email saying the person has viewed the video. Its awesome! After I see they watched the video, I follow up with them and see what they liked best! Follow-up’s are key!
Oh great idea! I’ve been mulling this over, reading the comments… I sell coffee mugs, so while I can get repeat customers for gifts and whatnot, it isn’t really a “consumable” so I don’t know how I’d do a loyalty program. Doing something like this I think would work really well though!
Very interesting idea. Do you think a punchcard concept would work as well with, say, handmade jewelry (which I sell)? I am scared to discount its perceived value – I wouldn’t want people just to hoard my jewelry to win something, and then not wear most of it – maybe I need to create some “disposable” products, or perhaps portray future jewelry purchases as gifts for others, rather than the client herself. Hm!
For my situation, perhaps if she refers a friend & that friend makes a purchase, that would also count toward her loyalty punchcard.
Also- I love the idea of data in the second email. I’m excited to research what stats are related to jewelry purchases, something I’d never considered!
What you can do is something like:
If you buy 5 pieces of jewelry, they’ll get a special piece… that only people who buy 5 pieces of jewelry can get…
Perfect! One jewelry compadre has a limited-edition bead club (she makes beads and charms). I can adapt that idea to my own business.
And I just thought of a new reason for an extra punch. I am really looking to build a section for satisfied customers on my site, as well as a gallery of finished pieces… I will still give returning customers an extra “punch,” but then if they send in a picture of them wearing the piece they bought from me, I will give them an extra punch. Now to find a way to explain this simply
Thanks Derek!
I am still fairly new to my profession and need to build my client list, so I am all for giving away “punches” to sell even a few full-priced massages. Your brainstorming has given me a couple ideas for extra “punches”:
-Count one for each referral who buys a massage
-Count one for each Gift Certificate purchased
-Count one for each online review at popular review sites like Yelp, etc. (limit 3 total, 1 per review site.)
Fine Print:
Free massage time equal to the shortest of the 10 purchased, not including New Client bonus, Prebooking bonus, Online Review or Referral bonuses. (That way, they can’t buy gift certificates for half-hour massages to earn a free 60- or 90-minute massage.)
Thanks!
I’ve also asked myself this same question. Why do so many brick and mortar businesses fail to create loyalty programs and market to their existing customers? It’s so easy to walk in and out of these mom and pop stores (Which I LOVE) and simply forget about them because they aren’t getting any of my information and aren’t staying on my radar…
People set up brick and mortar shops because they want to see a steady stream of foot traffic from the road traffic, but they fail to understand that those customers driving by are really expensive to get in the store and the ones that have already walked in the door are far cheaper and far more qualified to get back inside.
Dude, I know.
Brick and mortar stores don’t realize that they need to grab every person who walks in the door and keep em forever.
They are expensive.
They’re paying thousands of dollars a month for a storefront too (I live on Long Island, in New York. It’s real expensive here).
I think it’s too easy to jump from the problem. “I’m not making as much money as I should be” to the solution “I need more customers!”, when it might actually be far easier to serve the customers you already have.
I like how Ramit does this, he actively excludes customers by refusing to sell things to them while constantly improving the value of what he is creating for his current customers.
Selling online really is a game of who you won’t sell to vs who you will sell to.
There’s an unlimited amount of people online, you might as well do business with people you want to do business with.
It’s amazing how that works. I’m addicted to coffee, so when a cafe offers a punch card reward program with a free cup at the end, I’m all in! Just looking back at the different occasions, everything you mention here is spot on.
Email lists are definitely crucial. Although, auto-responders often give me an artificial taste in my mouth. I kind of feel like there’s nothing personal about it. Any thoughts on that?
You like coffee… you were going to buy the coffee anyway… you might as well work towards something.
With regards to autoresponders, you’re right. Bad autoresponders do make people feel that way.
Good ones, and most people won’t even know the difference. But be open an honest about it, and you’ll find people won’t mind at all.
That makes sense. Am I throwing generic sales pitches, or making connections and building relationships? Good stuff.
What do you mean?
In reference to autoresponders, being open and honest about the follow up offer rather than simply throwing a robot-like sales pitch (which gives the artificial taste I mentioned).
As you pointed out, it’s really an opportunity to build repeat and eventually loyal customers.
Anyone can build an entire business off that one strategy. Use AWeber for email and for kicks Call Loop for SMS (had to throw that in) and manage it for them. Charge a setup fee and an ongoing monthly fee to manage and even send the emails for them.
Create one-size fits all marketing campaigns that are universal to any business, tweak the messaging, and walla – you have a potential 6-figure business.
Simple.
LOVE IT!
Great article!
- C
Thanks Chris, and your’e right. There’s a lot of opportunity in serving local businesses.
I wasn’t trying to point that out in this article, mainly because that wasn’t the point of the article. But you’re right!
This is exactly what I’m focusing on is offline businesses that can dramatically improve their bottom line with just a little creativity “online”.
Smart move Mike.
And it’s true.
Local businesses do stand to gain a ton from online marketing… and they don’t even have to do the advanced stuff.
Halpern –
You have a killer way of taking intangible concepts and bringing them to life using real examples and research, brotha – all I wanted to say was NICE WORK.
Thanks Ash, really.
That’s why I do this… I like making sense in a world that doesn’t make sense… to the untrained eye anyway
Great advice, Derek. Do you have any thoughts on wrapping this into a larger, goal-based system with customers?
For example, customers getting a free massage and forming a habit is awesome. But, what about also creating some kind of wellness program where the customers get on a trackable path of wellness and the spa helps them reach the customer’s goals? The massages feed into a higher customer purpose now.
Do you think this would help convert new customers into repeat customers, or would it be too much effort on the part of the merchant/marketer?
With your car wash example, maybe you could create a car safety and savings program with customers. Things like low tire pressure costs you tangibly in fuel consumption. Wrap a cleaner, better-maintained car into something like higher resale value goals or annual money saving goals or some kind of safety threshhold rating (here’s my risk tolerance – how do I stay above it?)?
Absolutely.
Wrapping your product and service into what Simon Sinek would call the “Why” is vitally important in 2012 and beyond.
If you haven’t read Simon’s book “Start With Why,” go grab it.
Fantastic article Derek. As someone who has worked with a lot of small businesses I can vouch for how well this works. You’ve even improved on it by providing the loyalty program plan – I love how simple and effective it is. Thanks!
Awesome, great to hear it!
Heh, you already know I love this one.
Nunes also believes (I think he’s currently running another study on just this matter) that loyalty programs work much better when there are two classes of people, ie, “Gold Members” become much more loyal when they learn that there is a “Silver” class of people below them.
Wrote about that here: https://www.helpscout.net/blog/how-to-create-customer-loyalty-programs-that-stick-give-them-a-head-start/
Says a lot about human nature.
So does the head start thing, without the pre-stamped progress, our brains classify it as being more work, something to take away when structuring your own system for productivity, I think…
Yea man, it’s a good study. I had wrote about it like a year ago, as one of the first posts on ST, and I thought I’d rewrite it today to share it with all the new ST readers.
Plus, it helps that I had that interesting conversation with the local spa owner.
With regards to the Gold Members vs Silver Members, that’s absolutely right. Make people feel proud that they’re in the ingroup… and that the ingroup is better than the outgroup… and they’re more loyal.
Hi Derek,
Why don’t you’ve donation button on your site… ppl like me may read free stuff & donate…
Give guys like me a chance to give something back to you freely..
Regards
I don’t run donate buttons… I sell things.
Derek,
Great post.
We tried the punchcard at a salon giving three punches on first visit, with a good reason for each punch. It worked very well. Free hair color after card completed. People felt committed, came back, didn’t want to miss out since they were already 30% of the way.
Here’s another that works very well. Offer walkins/customers a 25% discount, today only, for services/mdse other than they came in for. Write 25% on back of business card, sign it, and hand to them. It’s good in a salon, but it’s killer in a jewelry store.
That’s an interesting idea… offering walkins… to get people in for the first sale.
Hey Jay,
What was the “good reason for each punch”? Just for inspiration.
Thanks!
Ronja
Great insight! I can see how this could translate easily to private coaching clients as well. I’ll put this to work immediately, if only my list were larger!! Thanks again for the great material you post. – Jeremy
You’re welcome Jeremy!
I have to add this. I actually get annoyed when spas/salons DONT try to either rebook me or stay in touch. I feel like they don’t care about me. I am
An avid massage-getter, but have literally been to dozens of various spas bc it seems like no one really cares if I ever come back anyway! Same with salons.
Great advice!
Right? RIGHT?
I’m with you there.
Hi Derek,
Great post! I just contacted one of my acquaintances at a local massage parlor and they are down to getting this implemented.
I think I’ll line them up with email autoresponder as this is what I’m most familiar with in terms of doing follow-up sequences and long-term nurture campaigns.
Anything else you think I should pitch to help out some more local car washes and massage parlors in my area would be greatly appreciated!
Thanks again for your wonderful blog posts. They are an absolute joy to read.
I just wish you wrote more often!
Yea, I should write more often.
I keep hearing that, heh.
Derek,
This is just a golden post. I cannot think of any business I currently
patronize that would not benefit from a program like this.
Love the “82% increase” study. That will make it’s way into my
site