Tuesday Tip: Following Up With Customers
It’s time for another Tuesday Tip! Today, we’re talking about the importance of following up with customers.
You can watch our video here!
Following up with your customers is actually a huge aspect of business marketing. It’s a key aspect of customer retention. While it may be common sense to follow up with regulars, it’s important to reach out to all your customers. Keeping up with customers who rarely come to the store or engage online shows that your business values every single customer. Plus, it gives you the opportunity to turn a one-time customer into a regular one.
Rarely will you even get a customer coming to you to give a review. And when they do, it’s most likely for a one-sided negative review. Customers usually want a medium to get in touch with a company. Therefore, follow-up systems enhance this communication.
Have you ever looked at your receipt from a store and saw that if you email them your review you could win a gift card? This is an example of a follow-up system. Whatever follow-up system you use, make sure that customers know about it and that you’re making it worth their time. Most customers don’t have the time to benefit a company with their feedback unless there’s something in it for them.
Following up with customers can also be a great time to ask what they want or need from your business. These questions make customers feel important and make them see you as reliable. Being seen as reliable can give your business a huge edge over the competition.
The best medium for follow ups is the phone. Phone calls are less time consuming than other follow-up mediums. A one-on-one conversation helps you receive information without any delays. If you don’t want to talk on the phone, online mediums are your second-best bet. However, when it comes to review sites like Google reviews and Yelp, you probably aren’t getting all of the feedback. Customers go out of their way to anonymously leave reviews on these sites, which may mean that they’re fake or overwhelmingly negative.