WOM Meets Customers Head-On
Today we’ll cover the idea of shortening your customers’ decision-making process with positive word of mouth. There are essentially 5 stages in the decision-making process.… Read More »WOM Meets Customers Head-On
Customer Service
Keep Up the Momentum
In the “Bring them flowers” post we talked about negotiating with your big fish and how to nurture and build the relationships you are creating.… Read More »Keep Up the Momentum
Are You In The 1%?
The Rule of 1% is simply defined as adding to your customer service one percent at a time. Before you can do this you must… Read More »Are You In The 1%?
Another Secret Revealed
In the last post, we talked about the first secret to building a solid customer service plan and how to decide what your vision is.… Read More »Another Secret Revealed
Shhh… I Have a Secret
Customer service is a pretty hot topic and can make or break your business. Consumers have little patience for lousy customer service and easily get… Read More »Shhh… I Have a Secret
Educate Your Customers
Educate them about what, you may be thinking. Well, consider this, many businesses focus solely on attracting new customers, but you NEED to spend a good chunk of your time retaining current and former customers.
These are people you already know to be a good sales potential…they’ve already bought from you!
Take the time to market and sell new products to your old customers and less time trying to sell old products to new customers and you will see a drastic change in your sales, customer quality, and branding position.
Here are a couple of key elements to use to retain your current customers:
- Stay in contact: This means by phone, email, e-newsletter, in person-by pigeon if you have too!
- Post-Purchase Assurance: This means you need to follow up with customers. Your customers need to feel like they are being supported by their purchase and with the item they purchased. How many times have you purchased a product, then felt completely abandoned? Something as simple as a Thank You note for your contact or customer service information can go along way in retaining a great customer.
- Deals & Guarantees: Always offer your current customers the best deals and guarantees you have. Show them you appreciate their business or even come up with a club specifically to reward loyal customers. You can also do this with a preferred pricing option.
- Integrity: Using good business practices and simply upholding integrity, dignity and honesty go along way with customers. Let’s face it, there’s a lot of swindling and crap out there and the safer and more confident you make your customers feel, the more they will trust you and that makes for an amazingly supportive and loyal customer.