Previously we’ve written about how a CRM is only as good as the information being inputted into the CRM system. All the bells and whistles in the world won’t help if you call a prospect at the wrong time.
In keeping with those lines of customer engagement, here’s a few simple ways to keep your customers satisfied and becoming repeat customers.
Engage with your customers
One of the best ways to keep a customer is to act like they are more than just a number on a spreadsheet…and mean it! Your CRM app might tell you it’s time for them to up their supply of widgets, but they should be hearing from you long before that time arrives.
We live in a hyper connected world, and while they might not be connected to you on FB, you can send them a short WhatsApp message, an Email etc now and again just saying hi, with a greeting card, survey etc.
Ask your customers simple and sometimes silly questions to keep them engaged with you and build a rapport with them. Any successful relationship takes a certain amount of investment and customers are no different.
Show interest in them
Did you customer recently launch a new website? Be sure to send them a congratulatory note. Were they nominated for a prestigious award? Take out a page in the award journal and congratulate them. If your customer has an “about us” page on their website, read it, review, study it, and learn all about what makes them tick. (Remember, you can view enriched data about them in the CRM app as well!)
Make them feel special
If you are sending them a holiday card, it better not be generic! If you are buying them a holiday gift, show them that you put a little bit of thought into it. Send them an anniversary card commemorating their first purchase with you! Nostalgia is a great way to conjure up the emotional attachments needed to develop a strong relationship. And don’t worry if your product is some bland widget, it’s the thought that counts!
Of course you should input these correspondences into your CRM app, so you know who and when you were in touch with.
Respond to them promptly
No customer likes to be left hanging out to dry when it comes to unresolved issues. Circling back to that “make them feel special”, one of the best ways to make someone feel special is to respond to them in as real time as possible. It doesn’t mean you have to be on your CRM 24/7, it means you respond in as reasonable a timeframe ASAP possible and actually address their issue. Also try and avoid using a generic response template which says literally, absolutely nothing.
There you have it! Some simple tips to help foster strong relationships with your customers.