In today’s competitive business environment, a customer stays with an organization that has a seamless customer follow-up strategy. As a result, many businesses lose customers because they don’t stay in touch with them.
To retain your customers, you must keep in touch with them throughout the shopping process and even after they purchase your product or service, regardless of whether they are having issues with it. In this blog post, I’ll show you the best strategies to follow up with customers to enhance your rapport with them.
What is customer follow-up?
Customer follow-up is the process of contacting customers after they have purchased your product or service. The main goal following up is to find out the level of satisfaction among customers about what they purchased. Customer follow-up lets a company understand how to improve its products and services. Further, following up allows you to better understand customer satisfaction regarding the purchasing process, too.
Best customer follow-up strategies
You must have a targeted customer follow-up strategy to thrive in today’s zero-sum business market. The following are some of the best customer follow-up strategies to help you improve your customer relations.
1. Inquire whether customers need aid
Instead of waiting for a problem to arise before contacting a company, customers like it when the company checks in with them first to determine whether there is a problem. Accordingly, you should email or call customers who have just bought your product and ask if they have any problems getting up and running with it. As a result, customer loyalty may increase due to this proactive approach to customer care. Moreover, this approach can aid you in resolving outstanding risks before they escalate into more significant problems.
2. Gather feedback
Another typical follow-up action is asking customers to complete a feedback form to evaluate the sales transaction. The survey can be a straightforward form with a set of predefined answers, or an open-ended worksheet that allows customers to explain their feedback in depth.
Either way, receiving customer comments can help you keep in touch with them. Moreover, gathering input can also provide you with recommendations for improving future transactions and products.
3. Offer a special deal
Special deals such as discounts, promotions, or other offers are also one of the key follow-up strategies in improving customer relations. For instance, offering a discount to a new customer based on their earlier purchase increases the likelihood that the customer will purchase again, and sooner than later.
Such offers also increase customer retention. As a result, your customers are more likely to tell friends and colleagues about your product or service, thus increasing your marketing reach.
4. Express genuine enthusiasm
One of the most important strategies in client follow-ups is expressing genuine enthusiasm to the client. A straightforward thank you email expressing gratitude for the customers’ purchase is essential. Furthermore, appreciating your customers encourages them to remain with your business, helping you increase their lifetime value.
5. Send customers articles that are informative and relevant
Your product’s usage is addressed in considerable detail in your company’s knowledge base. Certainly, understanding the product more makes it easier to adapt the product to whatever its deployment scenario is.
Therefore, it is essential to send your customers articles or information that will help them use your product in ways they have expressed interest in. Delivering your customers knowledge base articles and tutorials will help them use your product, thus improving customer satisfaction.
6. Plan follow-ups effectively
Customers appreciate it when you go beyond what is needed to ensure that their issue is resolved. Most importantly, your follow-up conversations with your customers must always have value for them. Do not keep in touch with your client without effective planning. A bantering one-liner may confuse your customer if it lacks clarity.
Therefore, keep your messages personalized and have a purpose behind them, such as alerting customers about an upgrade or a recently resolved issue. Consequently, effective planning in your communications and good customer relationships help you protect your company’s reputation.
Importance of customer follow-up in improving customer relations
Customer follow-up is important because it:
Cultivates positive relationships and loyalty
Keeping in touch with your customers after they purchase your product gives them the impression that you are interested in them. Furthermore, it shows that you are invested in establishing a long-lasting relationship with them instead of merely making a quick transaction.
In a nutshell, an enduring and rewarding business-customer relationship can be kept by holding a follow-up call or sending an email from time to time. Moreover, this fosters rewarding customer relationships and loyalty to your company and encourages future purchases. Customers are more inclined to stick with a brand if they feel valued and attended to.
Rectifies poor experiences
Even if a sale is closed, the customer may feel unsatisfied. Therefore, following up demonstrates to the client how much you care, and could change their perception of your company. Consumers naturally seek an authentic experience, and if necessary, they will seek it elsewhere.
Supplies valuable insight
More interaction with a consumer may reveal what they are currently looking for from your business. By following up, you might find areas for improvement and what a consumer wants to see in your product before they make another purchase. If the customer has a poor experience with customer service after their purchase, following up gives you the chance to address the source of the issue to salvage your customer satisfaction rating.
Increases customer retention
If you treat your clients like a guarantee, your competitors might win them away. Consequently, this would have a severe impact on your customer retention rate. Such catastrophes can be prevented with regular follow-ups.
By following up through calls or emails, you can find out about your customers’ concerns and complaints and work towards addressing them. This will show your customers how devoted you are to offering top-notch customer service. Furthermore, it assures them that no problem will go unresolved, thus increasing your company’s customer retention.
In summary, having a follow-up strategy is one of the best tools to improve your company’s customer relationships. You can improve your customer service by planning an effective follow-up routine after any purchase or interaction with a potential customer.
Reviewing your products and features through customer follow-ups empowers you to enhance your products for both current and future customers. To manage your customer support activities effectively, try using BoldDesk. With it, optimizing your workflow is simple. For more information, contact BoldDesk support.