The relationship between businesses and their clients in is changing. It is no longer characterized by simply providing a product or service that someone wants to buy. Consumers have a plethora of brands to choose from today, and so are increasingly aware of who they are buying from and looking to buy from businesses they like. It is more important now than ever for businesses communicate with their customers frequently and across multiple channels, to remain the business of choice and to stay top of mind. Bearing this in mind, here are some effective ways to keep in touch with your customers, both before and after a sale, to help forge a strong and long-lasting relationship.
1. Treat Customers as Individuals
It is important to remember that each of your customers is a person with likes and dislikes, different circumstances, and a life around your product or service. Try keeping notes on specific details of your clients so that you can ask them more meaningful questions than “How are you?” and have conversations on topics important to them. Showing an interest in their lives shows how much you value them and will help to build trust.
2. Comment on Blogs and Social Media
If you have B2B customers, get involved with their online presence by commenting on their blog and social media posts. Not only will this keep you updated on news from important customers, but also your show of support is likely to be reciprocated.
3. Make Recommendations
You can use recommendations to stay in touch with customers in a variety of ways:
• B2B business owners can refer people in their network to their clients to help them get more customers.
• B2C business owners can recommend local businesses to clients in their area for unrelated products/services.
• Business owners can ask their customers for recommendations. Reaching out on social media for their recommendations (on products/services unrelated to your business) is a great way to show them that you value their input.
4. Write Newsletters
Send email newsletters to your customers keeping them up to speed on the products or services they are using, new offers available, and other items of interest or value. Try to keep the emails focused on how you can help them, rather than centered around your business.
5. Recognize Birthdays
Everyone likes to be remembered on their birthday, and sending your customers a birthday card adds a personal touch to your customer relationship. Notions like these cause a person to be more likely to remember you – and choose you next time they are looking for a product or service that you are offering.
6. Offer Sneak Peeks
Another way to keep in touch with your customers as well as make them feel special is to give them previews into new products and services. This allows you to promote your new offerings and allows your customers to feel special as an exclusive group. Social media is a great platform for sneak peeks, especially with disappearing stories.
7. Meet in Person
Depending on the nature of your business it might be possible to meet your customers in person. This is especially important for B2B if you are hoping to get repeat business. By meeting people in person, you can put a face and a person behind their business—as can they with you—which is a good way of building a long-lasting relationship. It might be just a case of paying them a visit, or you might want to take them out for a coffee or for lunch.
8. Ask for Feedback
An excellent way to get back in touch with customers after they have bought something from you is to ask for feedback. This not only maintains contact after the sale has gone through but can also give you valuable information about how you performed as a business.
9. Write Customer Testimonials
Customer testimonials are a great way to stay in touch with customers and to build your relationship with them. The positive experiences, the importance of your customers to your business, and the strong relationships will then serve to attract other potential customers to your store.
10. Request Contact Information Updates
One last way to stay in touch with your customers is to reach out and ask them to verify that the contact information you have on file is accurate. This will help you to maintain the efficacy of future communications and also shows your customers that you care about keeping in touch with them.
With the tools available on the internet there are many ways businesses can stay in touch with their customers. The key is to be genuinely focused on benefiting your customers rather than pitching your business or pressuring them into a sale. By using some of these techniques you can be sure to not only keep in touch with your customers but also to build a long lasting relationship
