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Surveys have suggested that service-driven companies are able to charge up to 9% more for the goods and services they offer and grow twice as fast as the average. These are powerful incentives for becoming the best customer-service company in any industry.
Equally, poor service has a cost penalty. It costs up to five times as much to go out and get a new customer as to retain those we have.
So, good customer care matters because keeping existing customers is easier than finding new ones, and satisfied customers will do a lot of our advertising for us. Most people consider doing business with a certain company because of recommendation by a friend or acquaintance. Dissatisfied customers spread the bad news and undermine our business which ultimately threatens everyone's jobs.
Good customer service can also be very satisfying and is good for self esteem it is always nicer going home at night feeling that we have been able to help someone.
So, our objective must be to provide the highest standard of Customer Care possible and to always aim for excellence.
Recently I have read about 43 phenomenal ways to improve one's customer relations. This very informative article was written by Larry Dotson.
Here are they:
Free Member, Joined :02/02/2007
No of Topics Posted : 122
Reply/Comments : 16
1. Develop a relationship with all your visitors and customers. Tell them how much you appreciate them visiting your web site or buying your product.
2. Solve your customer complaints by being quick and friendly. The faster you respond, the more your customers feel you care about them.
3. Lower your negative word of mouth marketing. You'll always have customers that are dissatisfied. Try to please them as much as possible.
4. Please your complaining customers. You can refund their money, give them a discount, give them a free gift, solve the problem quickly, etc.
5. Never think your customers are satisfied with their purchase. You should be constantly finding new ways to better your product and service.
6. Attract a lot more customers by giving them clear ordering instructions. Give them all the information they need so they can complete their order easily.
7. Email each visitor a satisfaction questionnaire after they purchase. This will allow you to improve your order system, customer service, site, etc.
8. Remind your visitors that you're human not just a web site. You could publish information on your family life, a picture of yourself , a profile, etc.
9. Provide a "Contact Page" on your web site. Give your visitors as many options to contact you as possible. This'll add credibility to your business.
10. Create a customer focus group. Invite ten to twenty of your most loyal customers to meet regularly. They will give you ideas and input on how to improve your customer service. You could pay them, take them out to dinner or give them free products.
11. Invite your customers to company meetings, luncheons, workshops or seminars. Create special events for your customers like parties, barbecue's, dances etc. Make a point for yourself and your employees to interact with them at these event to get valuable feedback for your business.
12. Give your visitors tons of choices so they don't get the feeling of being controlled. Offer them a variety of ways to order, contact you, navigate, etc.
13. Make your visitors feel good about themselves by giving them compliments. If they feel good they will also feel good about buying from your web site.
14. Create a long term relationship with your entire customer base. You can stay in touch with them through an e-zine, with greeting cards, etc.
15. Improve your business by promoting customer feedback. Tell them you want their honest opinions about your business, good or bad.
16. Answer all your e-mail messages as quickly as possible. Nothing will loose a sale quicker than not responding to a prospect in time.
17. Encourage your customers or visitors to e-mail you questions about your product or web site. Just include your sig file with your reply.
18. Train yourself and your employees to be polite to all your customers, even if they're shouting. Solve their problem quickly and it may even turn into a sale.
19. Ask your customers what they would like to see offered by your business in the future. This type of information can boost your sales.
20. Interact with your online customers on a regular basis. This'll show them you care about them. You could use a chat room, forum or message system.
21. Try out new technologies that make it easier to communicate with your customers over the net.
22. Remember your customer is always right, even if they are not. Resolve all conflicts quickly and painlessly. They are the lifeblood of your business.
23. Create a bond with your visitors by bringing up likes or dislikes you have in common with them in your ad copy. Just make sure you do your research.
24. Send greeting cards offline or online to customers on holidays. You'll get the chance to increase your orders by including your ad inside the card.
25. Follow-up regularly with all your prospects and current customers. When people see your ad more than once they are more likely to buy.
Free Member, Joined :02/02/2007
No of Topics Posted : 122
Reply/Comments : 16
26. Offer your customers back-end products. It is easier to sell to existing customers. If you do not have a back-end product, join an affiliate program.
27. Sell your backend products to your customers right after they order. Take them to a "Thank You" web page that includes other products you sell.
28. Keep your product available to your customers at all times. If you have to backorder it, they may end up canceling their order.
29. Get your visitors excited about your product by letting them know how excited you are about it. Tell them why you're excited and use exclamation points.
30. Allow your customers to get part of your total offer right after they order. If you have to ship the item, make one of your bonuses available online.
31. Offer a free trial of your product for a set period of time. Don't charge or bill them until they decided to buy it. This'll take away any risk they have.
32. Create new products or services only if there is a strong need for them. You won't have anyone to sell them to if you don't have a market.
33. Sell a few products on your web site instead of selling a large amount of products. Too many choices can overwhelm your visitors and they won't buy.
34. Give away your products to a group of your customers. Ask them to use and review the product. Ask them to fill out an evaluation form and send it back. Some customers may fill them out, some may not, but the feedback you do get will be valuable.
Free Member, Joined :02/02/2007
No of Topics Posted : 122
Reply/Comments : 16
35. Give your prospects extra incentives so they will order quicker. It could be free shipping, a faster shipping option, free gift wrapping, etc.
36. Give visitors a freebie for filling out your online survey or they usually won't. Surveys will give your business valuable intelligence for your business.
37. Give your new customers surprise free gifts. This will increase their loyalty and give you more word of mouth advertising.
38. Keep your loyal customers happy because they are your future profits. Give them discounts and free gifts as often as possible.
39. Give your customers a surprise bonus for buying. When you give customers more than they expect, there is a good chance they will buy from you again.
40. Use incentives to gain referrals if you don't have an affiliate program. Tell people when they refer customers you will award them with free products.
41. Give customers a discount on their total order to increase sales. You could give them a discount for ordering over a set dollar or product amount.
42. Make your customers get excited about your business and they will tell their friends. Give them a free vacation certificate, a coupon, etc.
43. Give your prospects extra confidence so they will order. Use endorsements, testimonials, a strong guarantee or warranty, etc.
Free Member, Joined :02/02/2007
No of Topics Posted : 122
Reply/Comments : 16
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