If you’re asking yourself what the best strategy to make sure customers come back after making a purchase is, there’s one answer – great customer service. Interactions between brands and consumers should always be mediated by quality customer service – that’s how you build and maintain the relationship. One of the best ways for engaging clients with your brand is a follow up – you can reach out to customers who have just made a purchase or simply contact your regular clients and subscribers.
Here are 7 smart ideas for a great after-sale follow up that we use at our company and which will help you to build customer loyalty and improve your chances of guiding consumers down the purchasing funnel again.
Improve your customer service
Consumers always appreciate great customer service, so make sure that yours is really top notch. Create your trademark follow up procedure – it’s vital that your employees understand the importance of calling consumers to ask whether they’re happy with your product or service.
Follow up can also be useful to ensure your clients received the product or even for providing updates on the delivery arrangements – all this will show your customers that you care about them and rely on their trust.
Reward consumer referrals
It’s a great idea to present your costumers with special promotions or discounts if they refer your company to their friends and family. This kind of follow up will help you to build a loyal consumer network. Just remember to mention in your message that the particular promotions received by your customer is the result of them promoting your company. As a result, they will not only be happy to receive whatever bonus you have prepared for them but will also be satisfied that you have remembered them.
Research consumer opinion
Follow up can also serve as your consumer research tool – nothing makes your clients feel more important than when a brand asks for their opinion. Your interest in what they have to say about your company’s offer will make them feel valued and more engaged with your brand – and that’s the first step to building a strong relationship.
If you’ve got a team of sales reps looking for new customers and maintaining relationships with your regulars, it’s your job to make sure they offer value every time they interact with consumers. It can be practical information about developments in the industry, an interesting article that matches their interests or a notice about what’s new at the company. This strategy works perfectly for VIP customers.
Personalize your communications
When contacting your customers, it’s important to make the interaction more personal – make sure to remember their name and your previous conversations. Unless you are in charge of a really small company this may require a constantly updated data base and may prove to be time-consuming, but in the end – will be extremely beneficial. Continue your interaction by referring to your client’s last purchase and ask about it. All this will help him or her feel more familiar with your business.
Send hand-written notes
Let’s be clear – a thank-you note in an e-mail won’t impress anyone. A hand-written note, on the other hand, is a great tool – far more personal and original. Whenever you make a sale arranged personally by a sales representative, make sure the rep in question sends a hand-written thank you note – obviously it’s both money and time-consuming but it will clearly make you stand out among the competition and you’ll soon see how this kind of treatment helps in developing closer relationships with your customers.
This is something that adds a touch of familiarity to your brand – and it can be easily automatized provided you’ve got a working database of your clients. Sending e-mails with seasonal greetings, discounts or relevant offers is an opportunity for regular updates and making sure customers know what’s happening to your business. A special promo code or a personalized selection of products included in a birthday wish is something consumers simply appreciate.
Now that you know how to follow up, you’re probably wondering when it’s the best time to do it. Industry experts agree that a follow up should happen within two weeks after the sale and this is what we have been doing as well. Following up isn’t costly or time-consuming – yet it’s crucial for creating a valuable brand-consumer relationship.