When you build up a large customer base, one thing that you might find hard is keeping in regular contact with all those people. Especially if you run a small business and don’t have the manpower (or money) to populate a large call center!
Sure, you might stay in touch with a few “key” accounts that spend lots of money with you. But what about all those other customers that have spent their cash with your firm? Believe it or not, it’s those other clients that can increase your revenue by significant amounts.
If that hasn’t got you convinced, here are some other reasons why it pays to keep in regular contact with all your customers:
You Develop a Rapport with Them
When you keep in regular contact with your customers, you get to learn more about them and what their needs are. For instance, let’s say that you sell computers and IT equipment. Your customers might expand their premises in the future and need new systems.
In such scenarios, you can help them to future-proof their premises so that they have all the equipment they need to grow. You can also learn of the frustrations your customers face. They are opportunities to sell products or services that can solve their problems.
You can Identify Sales Prospects
If you seldom talk to your customers, you don’t get to find out much about what future plans they have. Whereas if you do have regular conversations with them, you’ll always know what’s “in the pipeline.”
One of the primary reasons for staying in touch with your clients is to learn about any future sales prospects. There are plenty of ways you can do that. The first is to use conventional means, such as telephone calls and emails.
The next is to go more creative. For example, the Ecard Shack lets you send Christmas greetings to your customers. Of course, you can send e-cards to your clients at any time of year! A savvy marketer might send out e-cards that tie in with up and coming promotions.
You can Gain Valuable Feedback for your Products and Services
It’s no secret that the only way to learn how good or bad you’re doing is to ask your customers. If you provide a mediocre service, it’s likely your clients will take their custom elsewhere. After all; why should they stay loyal to one company if they don’t feel valued by it?
By having regular contact with them, you can take their feedback on board to help improve and shape your business for the future. Their comments can help you to direct your attention to areas of the company that need improvement.
And, as is often the case, you can use their feedback to determine what new products and services you should be selling them!
As you can see, there are plenty of reasons why it pays to stay in touch with your loyal customers. Make sure you don’t alienate them, and they will keep spending their money with you!