We’re continuing our video series “A Chat with Matt” where we talk to Matt Peterson, content training specialist at Infusionsoft, to share creative marketing ideas to help you and your business succeed.
Last week Matt Peterson and I talked to you about the first part of his seven steps to customer success. This week we are revealing the last few steps to help you get started!
As we mentioned last week, when you get a new customer, there are procedures you follow and things you do but, if you incorporate these seven steps into what you’re already doing, you can really ramp up your success.
5-Honest Real Engagement
“The best way to do this is to simply ask them a question: How are things going? This real engagement is going to allow them to express themselves. ‘I’m really happy’ or ‘I’m kind of frustrated- I haven’t gotten my product yet.’ What this does is open the door for that communication that customers are yearning. They love communication,” says Peterson.
If a customer is happy, Peterson says this is the perfect time to upsell or offer different valuable products to those customers.
Peterson adds that customers don’t like to just swipe their card and never hear from the business again. They like to be involved and make sure their purchases are valuable.
“We want to make sure we’re not just sending out a blanket response…We need to focus on what did they say to us- and how are we going to respond?Because if they’re unhappy with their purchase, I’m probably going to want to get on the phone and talk to them or at the very least send a personalized email or letter letting them know I heard their feedback, I did feel that engagement and I want to take care of the issue,” says Peterson.
7- Set the Stage for Long-Term Communication
“We want to make sure that they (our customers) understand we’re in this for the long hall… It may be the only time you purchase a product from us but we want you to be successful for the rest of your life. So we’re going to be in touch with you from time to time. Maybe we have a newsletter to send you. Maybe we have other tips and tricks we can send you from time to time,” says Peterson.
You can spend time organizing a customer appreciation event and by following these seven steps you’ll get to know your customers better.