Build Customer Goodwill With Promotional Products

Promotional products foster customer goodwill (positive attitudes and feelings)
toward a company and its salespeople. This study, completed by Baylor University
in 1992, involved a textbook publisher sending 4,000 educators either: (1) a pocket
calculator plus a letter, (2) a lower-priced highlighter pen plus a letter, or (3) a
letter only.
• Customers who received a promotional product expressed more good
will toward the company and its salespeople than those who did not
receive a promotional product.
• The attitudes of those who received the calculator were consistently more positive than for those who received the less expensive highlighter pen.
• Customers who received the pocket calculator or the highlighter pen rated the proficiency and ability of the sales representatives as 34% and 16%
(respectively) higher than those who received only the thank you letter.
• On questions relating to the customers’ personal feelings toward the company and its sales representatives, customers who received the calculator
scored 52% higher than the letter only group (see table above).

 promotional products

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