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By: Catherine Franz
1. Stay in contact with customers on a regular basis. Just as it is
bad news to send out too many emails to customers, it is just as bad
to not stay in contact with them. Customers don't want to feel
abandoned. So don't.
Here are three things to help you stay in touch.
(1) Offer them your ezine subscription at least once a month.
(2) Ask customers if they want to be updated by e-mail when you make
changes to your Web site.
(3) Follow-up after each sale to see if they are satisfied with
their purchase. Send an e-mail out a few days after their purchase,
another in a week or two, and then another in a month.
2. Create a customer focus group by inviting 10 to 20 loyal
customers to meet regularly. Alternatively, send out a monthly
survey to this group asking for ideas and input on how to improve
your customer service. Give them a reward. Pay them, give them a
gift certificate, or send them free product.
3. Have a web site that is easy to navigate. Add a frequently asked
question's "FAQ" page and explain anything that might confuse your
customers or visitors. Follow-up with an electronic survey with
questions on how to increase your site's user-friendliness.
4. Resolve customer complaints quickly and completely. Answer all
e-mail and phone calls within a few hours. This will show your
customers you really care about them.
5. Don't make your customers or visitors hunt for your contact
information. Make it easy for them to contact you. Offer as many
contact methods as possible. Hyperlink all your e-mail addresses so
they don't have to find or type it. Offer a toll free number.
6. If you have strategic alliances or employees, make sure they are
familiar with your customer service policy. Give your employees
bonuses or incentives to practice excellent customer service. Tell
employees to be flexible with each individual customer, each one has
different concerns, needs and wants.
7. Give your customers more than they expect. Send thank you gifts
to long time customers. E-mail them greeting cards on holidays or
birthdays if you have their address or online cards if you only have
their e-mail address and name. Give bonuses to your customers who
make a big purchase or multiple purchases.
8. U-welcome, please, and thank you and can never be over used. Be
polite no matter what. Admit and apologize for mistakes quickly and
make it up to them in BIG ways if you want them to continue being a
customer.
9. Reward in points -- give customers a point for every dollar they
spend. Set up a points-earned sheet. E-mail the customer an update
monthly. If they send you a referral they get 10 points, if they buy
something add 10 more points.
10. If your business is local, invite customers to your office for
lunches, parties, barbecues, dances, seminars or other special
events.
It isn't what you perceive as valuable but what customers see from
their eyes. Yet, sometimes, you just can't please some folks. If
that occurs, do you best and then let it go. You don't want them for
clients anyway.
About the Author: Catherine Franz, a Certified Professional
Marketing & Writing Coach, specializes in product development,
Internet writing and marketing, nonfiction, training. Newsletters
and articles available at:
http://www.abundancecenter.com blog:
http://abundance.blogs.com
Source:
www.isnare.com |
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