Current customers are your best source for ongoing business. After all, they already know and trust you. Whether they bring you referrals, product sales, or monthly retainers, customers are the life blood of your operation.
Step one is a robust, easy-to-use, responsive customer support and service organization. Questions and problems will arise. Swift response with answers or problem resolution solidifies your customers' loyalty.
Communication -- sharing information and knowledge -- is another good way to keep customer relationships healthy and keep customers happily corralled. Here are some communications programs that work well with customers.
1) BLOGS or NEWSLETTERS - You have expertise and information customers need. Share that expertise in a newsletter or blog. You can package and brand key information so your firm is seen as an expert. Make sure your staff members know about these tools so they can use them with customers and prospects.
2) VIDEOS and WEBINARS - Better educated customers are better customers. Get credit for providing knowledge through videos, webinars, seminars, workshops, and clinics.
3) SOCIAL MEDIA - Is your audience using LinkedIn, Facebook, Twitter or other online sources for information about your service? If they're there, you need to be there too. You can use it to treat your followers to exclusive deals, early access to information, special tips and tricks, whatever's of value to them.
4) WEBSITE – Set up a customers-only section. Fill the section with information customers want - special offers, articles, tip sheets, a forum for posting questions and getting expert answers, downloadable forms, handbooks, etc. Not sure what to include? Poll some of your best customers.
Need help keeping customers? Let's talk.