Posted by Scott Cohen On July 15, 2010 in story time I 0 Comments
For customer retention the number one social network is…the telephone. With all the focus on social media, I think we sometimes forget that a regular phone call to clients (at least once a month) is the most important social connection we can make.
Having a personal connection with a client and providing great service, products and support will make leaving all the more difficult. Take time to ask them about their personal lives if the opportunity presents itself. Having a mutual interest other than business can often lead to a close bond. Be pro-active, sincere and go over-and-above and your clients will notice.
With all the electronic communications these days, we often forget or just get caught up in that non-personal communications circle. I’m not saying this should replace other means of communicating, but it should be at the top of your list.
If you send them an email, ask them if they have a convenient time you could speak by phone to catch-up and discuss new products and/or services. This also allows you the opportunity to ask them if they have any new needs you might be able to fill.
Take a moment to contact your clients by phone at least once a month, it will pay big dividends in the long run and maybe save a client from dropping your services.
In the meantime make sure your email marketing is targeted, personal and a one-to-one message, don’t forget to make it personal because it is personal to your client.