A Little Appreciation Goes a Long Way: CEO's Masterful Use of Client Relationship Marketing Grows Revenue by 27%

Case Study Series: What's Working in Marketing & Selling Professional Services

When Kristina Bouweiri took over sales and operations of Reston Limousine and Travel Service, Inc., the Dulles, Virgina-based company had 75 cars and $5 million in revenue. It had loyal customers, and expected to keep growing. But then 9/11 happened and a few years after that the stock market crashed. People stopped spending, and the company stopped winning contracts.

Bouweiri had to figure out how to keep the business going. She decided to rely on existing clients to help the company get through the tough times. She wanted to thank current and past clients for their business, get to know them better, and ask them for referrals. That's when she came up with the idea to hold a series of Client Appreciation Lunches.

Those lunches have increased awareness of Reston Limousine's services, enhanced customer relationships, and created a targeted referral system that includes several business partners.

Without any new advertising programs or major large contracts to account for the spike, Reston Limousine increased its revenue by 27% following the launch of the Client Appreciation Lunches. The company now has a total of 150 vehicles and generated $16.6 million in revenue in 2010. Projected revenue for 2011 is $18 million.

Read the complete case study to learn how they did it.