Posts Tagged ‘customer experience’

Feb 20

Boosting Client Relationships with Customized Business Greeting Cards

Posted by Jodi Riolo | No Comments

While pre-printed cards are cheaper, sending out customized business greeting cards sends the message that you value your clients enough to invest in them. It is also a good idea to make your company standout by adding your logo or any personalized messages that reflect the culture of your company. Anyone in sales will tell you, boosting client relationships that you already have is much more profitable than constantly seeking out new prospects.

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Jan 17

Personalized Business Greeting Cards: Best Way to Show Clients You Care

Posted by Jodi Riolo | No Comments

The importance of a client retention program in a business cannot be stressed enough by experts. Show clients you care! As every business owner knows, it is much easier to sell your product or service to an existing client than to a new one. Additionally, a study made by Bain and Co. showed that a 5% gain in customer retention can increase a business’ profit by as much as 75%.

Customer loyalty, however, is never guaranteed, not even among the most satisfied clientele. You have to constantly work on it through a client retention program that should include constant engagement; and constant engagement means making your clients and customers feel they are always on top of your priority list. Discounts, freebies, and other perks help create this impression. Well-crafted business greeting cards, however, provide that personal touch that show clients you can, and make them feel he or she is important to you.

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Oct 30

10 Killer Customer Service Tips You Didn’t Learn in Training

Posted by Jodi Riolo | No Comments

 

We’ve outlined some very important customer service tips that are basic, but valuable in achieving good customer relations and creating that needed customer experience. 

 

Picture this . . .

You enter a room and it is filled with every customer you currently have in your entire customer base.  Those are the only people in this room, and the room is jam-packed (yeah!).    Now for the reality check and a shocking statistic

At some point in time, approximately 75% of your satisfied customers will leave that room and go to the competition.  Scary thought, isn’t it?   Can you afford to lose that many customers? Sure it happens over a period of time, but I don’t know of any company that could sustain that kind of a hit. 

Why put your company through that rigorous churn?  

 

When your customers move on, here’s what you need to ask yourself . . .  

  1. How much revenue are you going to lose?
  2. How much will it cost to get them back?
  3. How much time will it take to get them back? 
  4. What is the game plan to win them back?
  5. Who is going to work this game plan?
  6. Why did they leave in the first place since our products and services are competitive?

Here’s the hard core fact:

It’s a lot harder and a lot more costly to get a customer back once they’re gone, than it is to keep them once they’re yours.

Building customer loyalty and a business relationship is paramount if your want to retain each and every customer you have.  Remember, you need these customers because they are your revenue builders, they provide repeat business and they give you referrals.  Don’t lose any of them.  Period.

10 Killer Customer Service Tips You Didn’t Learn in Training

  1. Use your customer’s name at least 3 times in a conversation.  Keep it natural sounding.
  2. Take ownership of your customers’ problems – even if you are not the cause of them.
  3. Go the extra mile for your customers instead of looking for shortcuts.
  4. A minute on the telephone seems like forever.  When you are looking up information for customers, keep talking to them.  It’s an excellent time to build relationships.
  5. Follow up with every customer who was upset or had a difficult problem. 
  6. Take responsibility and fix a customer’s problem – OWN IT.  Avoid the, “It’s not my job” attitude. 
  7. Any time you blame someone else for poor service, YOUR credibility goes down.
  8. When said with sincerity, “I’m Sorry” can diffuse about 95% of most customer’s anger.
  9. Terminate calls courteously and let your customer hang up first.
  10. Keep note cards in your desk.  A hand-written note is more powerful and memorable than anything typed. 

 Bottom Line:  Question: How do you keep your customers?  Answer: By showing you care. It’s that simple.