The journey doesn’t end for your company once customers have made a sale - there’s just as much work to be done in this process as there is in the selling strategy. If they are happy with their product and the service you provided it’s likely they’ll come back again, but in order to guarantee that there are a few steps you can follow post-sale to gain their loyalty.
Once customers have purchased from you it’s essential to send a follow-up email not merely to just confirm their order, but also to give them an opportunity to contact you if they are unhappy with the product or service they have received. It is important to remember that you need to respond to any complaints or issues promptly in order to provide good customer service. The post-purchase email is also an opportunity for you to suggest other products which the customer may be interested in based on their initial purchase, and also allows them to learn more about your product range. If you’re tech-savvy enough, these emails can be personalised, either in the subject line or in the email content itself, which will help to continue the relationship you have built with your client.
Flyering is one of the oldest forms of marketing, but also one of the most inexpensive ways to advertise offline. The leaflet must be attention-grabbing to gain interest in your product, and it must engage with the reader by asking them for an action. Don’t assume that having every colour and image under the sun is what defines something as attention-grabbing though, as in actual fact something that looks too busy will actually put people off from reading it. You need to keep text short and to the point, keeping the customer in mind at all times and referring to them using the second person. It’s also important to remain brand-focused, along with clearly marking out any websites/addresses they may need.
As the old saying goes, money talks, and one quick way to grab the attention of customers is through a promotional discount or sale. These price cuts are often short-term and used to increase sales in a typically slow period, but it’s important to note they shouldn’t be used too often or it will train customers to wait for the sale. Discounts could also be used to promote customer loyalty, offering a special code or voucher for their next purchase is a simple way to ensure they consider your products again. Offering discounts to thank people for their customer either as a one-off or on a loyalty-scheme basis is also a way to build on the relationships with your clients.
Despite the surge of the internet and social media, telemarketing remains a key aspect in most companies’ strategies. It is a good way to keep in touch with customers and remind them of any offers you have on your goods and/or services. It is important to plan your script carefully for these calls, and to speak in an engaging way so the client doesn’t just hang up. Consider asking open questions such as ‘How did you find your first order?’ so you can have a rapport with the customer, along with gaining vital feedback information. It’s important to listen to what they are saying carefully, and respond verbally when required – remember, nobody can see that you are nodding over the phone.
If you haven’t the time to call clients, sending a text message can also be a quick way to alert them of special offers you may have on. One message sent out to your client-base is a simple and cost effective method, and research suggests these are read on a greater basis than emails. More than in any other form of contact, it’s important to be clear and concise when using a text message campaign. A good way to get around this is including a link to your website where customers can read more about the offer or event.
Submitted by Studioworx Social Media Team on 27/09/2015