US Data Corporation Direct Marketing Blog

Customer Service: Why Following Up Is So Important7:00 am


By Kristen Dabrio

Customer Service: Why Following Up Is So ImportantMany businesses worry about drawing their customers in, but they sometimes don’t think about what happens to those customers after they’ve been enticed to buy. Great customer service extends to customers even after a sale is made. It’s important for businesses to realize that following up with your existing customers is necessary if you want to build a long-last relationship with your buyers. Here are a few reasons why you should focus on following up with your customers and why good customer service is crucial for your company.

Repeat Business

If your customers feel like you forgot about them after you sold them something, they will probably be less likely to buy from you again. Your customers might feel manipulated if you fail to provide great customer service and follow-up because it might seem like you were just trying to make a quick and easy sale. Forbes explains, “This can be as simple as a “just checking in” email that goes out a certain number of days after the purchase, a card in the mail to follow up, or a personal call outreach.” If you let your customers know you care about them, they’re more likely to feel a connection to your company, and purchase from you again.

Customer Experience

Following up with your customers helps improve their overall experience with your company. You might even solve problems before they become an issue. For example, if you communicate with your customers even after a sale is made, you will be able to deal with any problems they had with your products quickly. If you let your customers know you’re willing to help and heading off problems at the pass, you’ll avoid negative online reviews, and you might even save your company numerous refunds. I know we don’t like to think about our customers having problems with our products, this is just a reality of doing business. By improving the customer’s experience with quick follow-up and great customer service, your customers will feel like they can trust you.

Feedback

By following up with customers, there’s a big chance you can improve your overall customer feedback. You could increase your chances of getting good customer feedback if you follow-up with your customers to make sure they’re satisfied with your services. Keep in mind that a good experience might also inspire your current customers to tell others about your company. Word-of-mouth advertising is very powerful; if someone really loves your company and how you handled their sale, there’s a good chance they might spread the word to a friend or family member looking for the same services. That’s free advertising! What’s more, brand advocates are often even more influential than traditional advertising, because people are much more likely to trust recommendations from people they already know.

Beat the Competition

Sometimes the best way to beat your competition is to provide better customer service than they do. If you take the time to connect with your customers, they might feel like your company is relatable and easy to contact. Following up helps establish that you’re willing to go the extra mile to provide your customers with a great experience. If you show that you’re concerned with your customers’ satisfaction, buyers, and don’t drop them once they’ve handed over their hard-earned money will be more likely to stay with you instead of trying out a new company. If you’re concerned about your competition, work on making each sale a good experience for your buyers. Don’t give them a reason to look somewhere else.

Following up is essential if you want to retain your customers and ensure they have a great experience with your company. Do you follow-up with your customers? Does your company see it as a priority? Share with us!

Image Courtesy of Freedigitalphotos.net

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