By now you’ve probably heard this a million of times: it’s more profitable to retain existing customers than acquiring new ones. Being in the Phoenix web design industry for a long time now, we’d like to share how you can increase your conversions without focusing on customer acquisition at all.
It’s simple. Take care of your customers even after they have completed the purchase. Provide them with a customer service that they can’t help but come back to you. And when a customer is happy, he doesn’t come alone. They recommend you to their friends and family, and we don’t have to convince you about the significance of word-of-mouth marketing.
So, instead of undervaluing your customer service and after-sales process, give it some attention. You’ll be surprised with the outstanding conversion-boosting results you receive!
How to improve the after sales service
Add a personal touch: Xander was pleasantly surprised when he received a hand-written note from Jim Shukys, the owner of an auto repair store, after having his car repaired. It was a simple note that Jim wrote (not typed) “Xander, thank you for giving us the chance to work on your car. I truly appreciate your business and I hope you were satisfied with the level of service we provided. Sincerely, Jim Shukys”
Xander shared the note on Reddit and soon comments started flowing in. One said ““It’s little things like this that earn business. If I got this card I would never use another mechanic in my life.”
One personal thank-you note turned that one time customer into a life-long one. Not to mention the goodwill and new customers that little gesture brought in. Need we say more?
Ask and listen to your customer’s feedback: Since we are talking about awesome after sales customer experiences, here is the most recent and viral one for you.
3-year old Lily Robinson wrote Sainsbury’s a letter saying their Tiger bread doesn’t look like a tiger at all; in fact it looks like a Giraffe!
What Sainsbury’s next did is nothing short of legendary. Chris King, the customer service representative, replied back to Lily, “I think renaming tiger bread giraffe bread is a brilliant idea – it looks much more like the blotches on a giraffe than the stripes on a tiger, doesn’t it? It is called tiger bread because the first baker who made it a loooong time ago thought it looked stripey like a tiger. Maybe they were a bit silly.”
And then, Sainsbury’s changed the name of the bread like they promised. Talk about valuing the feedback of your customer!
When you let your customers know that you value their opinions, you make them feel special. You make them feel much more than just a customer. And that’s how you create strong bonds that last for life.
Keep in touch: It is also a good idea to let your customers know exactly what is going on each step of the way until the product reaches them. Send them a message upon payment confirmation and thank them for choosing your product.
Contact them again as soon as you ship the product and again, to make sure the product was delivered safe and sound. You can also send them a tracking ID to track their package while in transit.
If you’re a small business owner, then be proud of it. Don’t try to come across as an overly professional, multi-million dollar corporation. People actually prefer doing business with small outfits or a sole owner-trying-to-make-an-honest-living. Customers love knowing that they are not just a number on some invoice waiting to be filed away. Apply these tips and you’ll see repeat business is not that hard to get.
