If we want to foster our great relationships with our customers and encourage repeat business, we need to find a way of following up with these customers to ensure their interest remains with us and we can count on their loyalty in the future. But how do we make these interesting? And how can we make sure that they’ll work?
Check out some of our tips below…
Don’t keep them waiting
We don’t want to make it a long time before replying. This will only make them lose interest or even forget about when and why they reached out to you in the first place. Replying ideally within 24 – 48 hours shows them that we truly appreciate their time and needs. Or, if an existing customer has reached out, a quick follow-up after they have purchased makes them confident in their dealings with you and it’s more probable that they’ll buy again.
Make it personal
Now, if you know anything about us, or have read any of our blogs, you’ll know that we are big fans of personalisation. It just delivers every time. It will make anything you send out, such as customer follow ups, feel so much more genuine. Take the time to tailor each message to the customer, and they’ll notice it. You could include their name, their orders, and any previous interactions etc. It makes the customer feel valued and appreciated by your company and more likely to engage with you again.
Add some originality
Why not show just a little bit more authenticity? People can get bored with receiving and replying to digital messages and outreaches. Don’t get me wrong, they certainly have their uses, but you just can’t beat an original handwritten message through the letterbox. It shows that you truly appreciate the customer and demonstrates your commitment to building and sustaining great relationships with them. You can use them anytime, whether it’s thanking them for their business, enticing a lead to make an order, or just giving them an opportunity to reach out with any questions they may have. Giving them a chance to interact with your company in a way they won’t forget.
Change it up
Shake it up a little bit, and add some variation to your follow-ups. It may make your customer stop and think for a minute before moving your message to the ‘reply later’ folder, which we all know they’ll forget about. You could try a phone call, a social media reachout or even a text message, just make it different. Each method has its uses, for example, a quick phone call adds a more personal touch and it usually takes much less time to achieve what you set out to do as you have their full attention and time. Or if you’re looking for a more casual way to approach, a social media message is the right way forward. Mixing and matching different methods of reaching out ensures that your follow-ups are seen AND engaged with.
Make it gold
Make sure there is a good reason you’re reaching out. When carrying out customer follow-ups make sure you are adding value to them. Share useful information, like a blog post or recommend a product or industry insights you think would help or interest them. Not only does this strengthen the relationship with the customer but it shows them your expertise and reminds them why they chose to deal with you. Always try to focus on their needs and questions rather than just pushing for a sale, this cultivates more trust and loyalty between customer and company.
Time it right
Know the perfect time to follow-up. Avoid bombarding customers with constant messages and outreaches. Instead, tailor a schedule to make it a welcome surprise when you do, this ensures higher engagement. When looking to follow-up potential leads, you may want to think about spacing out your messages over a longer period of time, such as a few weeks, whilst with existing customers, as you already have a stronger relationship, following up after significant milestones, such as a month after a purchase, to see if they are fully satisfied or if they are in need of any further assistance.
Feedback, feedback, feedback
Let them tell you how you’re doing! Don’t shy away from feedback, whether it’s after a sale or during a follow-up, give your customers and potential leads a chance to let you know what they think of your service. It’s so important as it shows how much you value their opinion and that you are committed to improving. This can also serve as some great advocating for your company! Share any positive feedback with your audience as a customer testimonial, while constructive criticism gives you a look into any areas of improvement you may have missed. This ultimately creates a more transparent and trustworthy relationship with your customers and brand image.
To Conclude
Effective follow-up strategies are essential for nurturing relationships with customers and driving sales. By being timely, personalising your approach, utilising a mix of communication channels, providing value, and engaging in thoughtful feedback, you can create lasting impressions. Incorporating unique touches like handwritten notes will help you stand out in an increasingly digital world, ensuring that your customers feel appreciated and connected to your brand.
Contact us today for further help and advice:
01780 908124 or hello@roboquill.io