Customer Source | Where do they come from
Do you know your customer source, sure you get 100 people a day visiting your site, 
but where do they come from. Was it that email you sent out last week to your customer database that hasn’t been updated in years. Or maybe it was one of your sales guys who told them to call you up, it could even have been a contact form sent in from your web site if you have one.
One thing is for sure, if you don’t know your customer source you will never be able to predict how many will turn up or when. What is worse is that you will have to continue with all the aspects of your marketing strategy because you won’t know which part of your budget is doing the job of getting them there.
So how do you provide excellent customer service?
Make sure you don’t forget about your customers, you don’t want a single sale its much better to make a one time customer into a repeat customer. In order to do this they should be added to a a database then follow up with each lead individually, multiple times, but at set intervals, utilising a pre-written set of messages. This will show your customers that you care enough to contact them and dramatically increase your product sales.
Many people work hard on making their first sale but ignore the customer source, they just go after the next single sale. When you build a customer database and keep in touch you have the opportunity for repeat sales to your "list" of leads. People who start using this approach have noticed a dramatic increase sales. As much as doubling the number of products they are selling over a given period of time. If you really want those extra sales you can find out more here.
There is no rush mind you, after all you will need to learn how to use the system, but how will you use it? Initially, you will need to create a series of follow up messages, after all there is nothing more embarrassing than having a huge list who you only send a single message to. If your in the fortunate position of having been marketing on line for any length of time, then you should already have a first contact letter which you can use to get started.
The second message is the start of the process whereby you keep in contact with your customers, this letter should go into more detail than the first one. You should consider about filling this communication with information you didn’t have the space to include the first time round. Emphasise how your customer will benefit from your products or services. As you gain more experience you can also customise the letters so that they are relevant to the customer source.
Your subsequent two or three emails should be brief and to the point, including lists of the uses and potential benefits your customers will see from using your products or services. Be careful to write each message such that your potential customers can scan quickly through, and notice the salient points emphasised to ensure they don’t miss anything.
After getting into your customers mind its now time to start selling the next messages should create a sense of urgency, a limited special offer that they have to take up now or lose it for all time. You should give him or her a clear reason to order immediately rather than waiting. When they have read these emails, your potential customer should want to place an order straight away.
If you are unfortunate enough not to get an order when you have followed up with all the messages you have created don’t despair. It may just be bad timing, you can then consider a repeating email message that is sent every 3 months or so to keep your products and services in the mind of your potential customer.
Think about the customer source and place them into a list so that you can identify them appropriately, use extra comments to make it even easier. Then when you have something to offer that you think they will like send them a one off email blast.
The spacing of your follow up messages is just as important as their content. Think about what you would expect if you signed up for information, you don’t want one potential client to receive a follow up the day after he gets your initial informative letter, while another waits weeks for a phone call.
You should make it automatic using an email responder service. I use aweber, partly because they provide excellent customer service, but also because they have a wealth of experience in the business and therefore have designed their service to meet everyone’s needs, including legal compliance. You don’t want your email address banned because of spam so they follow the rules exactly.
Keeping in touch with customers can seem a little daunting, but it doesn’t have to be, many potential customers are lost because of poor follow up use a professional service and you will be one of the few who get it right first time every time.
If you enjoyed this post, please consider to leave a comment or subscribe to the feed and get future articles delivered to your feed reader.
Comments
No comments yet.
Leave a comment