I am one of the early adopters of Amazon. I am also among the early adopters of Amazon Prime. Why did I jump the bandwagon so early? Back in the mid-90s when Amazon was first starting, I felt that Amazon gave me the best customer service and best customer experience. Instead of jumping around different websites, I had everything in one portal. In Amazon I found a company that gave me a refund, no questions asked, if I had issue. Over time, the enormous success of Amazon has affirmed my belief that one of the most important ways for a company to distinguish itself and to retain and attract customers is by offering them a great customer service experience.
I write a column where I feature many high-profile CEOs. Through it, I’ve had the opportunity to observe some of the customer service practices of a diverse array of companies. Below are seven practices that I’ve found to be rather impressive and how you can adapt them yourself.
Keep Your Clients Educated
From my experience working with efficiency coach Yvonne Heimann, I’ve learned that the key to your client’s heart is to keep them educated about why any particular thing is important and of advantage to them. Start by sharing some details about how the “sausage is made.” In my own experience, I’ve found that the more time I spend explaining the details of a process to my clients, the more they trust and respond to me. Work to save your customers as much time researching something as possible. Doing so will also establish you as an expert in your industry and your clients will learn to trust you.
Give Free Wearable Gifts To Those Who Help You Sell
My younger brother is the owner of a wholesale women’s belt brand that is sold worldwide. His customer service strategy helps transform his clients into excited ambassadors of his belts and accessories. In every wholesale order he ships out to retail stores, he sends free items to those who help him sell. He wants them to wear his products and promote them in the store. And it works. It also has become an incentive for his customers. They anticipate free items with their orders. If you give away free products, you can make your clients happy and turn them into ambassadors of your product.
Get All Your Leads Into A CRM and Continuously Follow Up
I once interviewed Justin Michie of Click.org. His company devised a system that captures the contact information all visitors to their website. They then manage all that information with a CRM to reach out and follow up with those visitors. Taking this one step further, my colleague Tom Lavecchia at X Factor Media uses a CRM tool to keep track of his client’s birthdays. Then on his clients’ special day, he picks up the phone and wishes them a happy birthday. You can do the same thing before big holidays. The simple act of personally calling customers on their birthday goes a long way in retaining and gaining new clientele.
More Info: www.forbes.com
Categories: Money Matters