10 Ways to Wow Your Customers
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More profitable accounts are a result of strong customer relationships. You can reach this enviable position with four simple words: Think like your customer. What do they really care about? Most likely, they are looking for support to: |
~ Accelerate the sales cycle
~ Improve time to market
~ Increase productivity
~ Grow sales
~ Improve their return on investment
When getting a new customer costs six time more than satisfying and retaining a current one, what can you do to keep them them loyal? Here are 10 ideas:
1. Customize your approach to their problems. Listen to determine what your customer is really saying. Package a solution that addresses their needs being careful not to simply list all of your services.
2. Position yourself as an authority.Reference third-party success stories from businesses similar to your customer's and once you have them, provide case studies on your client successes.
3. Be accessible. Personally answer calls, whenever possible, rahter than relying on voice mail. Have everyone consistently identify themselves on the phone and use on-hold messaging. Reply to emails promptly.
4. Anticipate future needs. Proactively contact your customers and anticipate what they may need.
5. Offer a workshop that gives your customers a competitive advantage or information. Host a lunch & learn session on a topic that is relevant to your top customers and key prospects.
6. Ask for feedback after the sale. Follow up on every order. Whether you've won or lost the business aks: "Why?" Did you meet or exceed expectations for quality and delivery? At regular intervals, seek customer feedback via a survey.
7. Present everything in terms of investment not cost. Restate the benefits of doing business with you, and deliver a "solutions package" vs line item pricing.
8. Reward customer loyalty with bonuses. Provide incentives for reorders and packaged buys with something of value to your customers.
9. Give your clients free publicity Are some of your customers willing to share their successes via testimonial? Highlight their stories on your website, in an e-blast or in your newsletter.
10. Under-promise and over-deliver every time! Exceed your customer's expectations ... and always follow up!