To never lose a customer again, focus on moving them through the phases of an ideal customer experience. If you successfully transition customers from one stage to the next, they will stay with you. Build a remarkable experience and deliver it consistently well - customers will be loyal for life. Emphasize the first 100 days after sale as critical for securing loyalty. This period gives you a chance to form a relationship, impress several times, and deliver consistently so customers trust and like you. If you make a good impression early and build rapport in those first 100 days, customers will have a positive long-term opinion and be retained for life.
Creating a remarkable experience from the first outreach is essential to convince potential customers that your business is the best choice. This initial phase shapes expectations and builds confidence in your ability to solve their problems. Prospects form impressions by evaluating your website, marketing materials, online reviews, and testimonials, as well as through interactions with your team. To positively influence their perspective, it's important to utilize a variety of communication channels. Personal interactions, such as demonstrations and meetings, are key to establishing a connection. Educational emails and newsletters can provide valuable information, while physical mail pieces like customized postcards and product samples showcase your offerings. Direct phone calls address prospects' questions and concerns, and online videos can explain products and services, featuring customer testimonials. Surprising prospects with thoughtful gifts can also leave a lasting impression. Every touchpoint should focus on understanding the prospects’ needs, foreshadowing the customer experience, and signaling your commitment to service. For instance, an account manager once learned that a key prospect was an avid golfer and sent a golf ball with the logo of an exclusive golf club. This gesture led to over $35,000 in business.
book.moreChapters
