A good business gives customers a great initial experience, but a great business strives to sustain the experience until the customer returns — and remains loyal. Part of this continuation includes following up with your customers. If done well, customer follow-up can be a great tool for your business.
Makes Customers Feel Valued
Above all else, customers want to believe that they are much more than just a walking wallet to you and your business. Regardless of what your service or product is, following up about it can help the customer feel seen and appreciated. They see that you want to know how your product or service is working out for them, in their own lives, on an individual basis. This also provides you with an opportunity to thank them for their business, again showing how valuable they are to the company. If people feel liked, they will come back because they will, in turn, like your business too.
Once you’re able to reach out to the customers, they are able to return the favor and give valuable feedback to your business. This feedback will come in the form of reviews, which are the best way to accurately change how satisfied your customers are with your products and services. These reviews will most likely be readily available online. As a result, you should work to ensure your reviews are positive because 97% of people read reviews. You can encourage feedback by offering incentives like discounts if the customers are willing to post about their experience online. Good reviews lead to more potential customers in the future.
Ensure Quality Control
Every once in a while, a customer will be unsatisfied with what they received and follow up provides a way for you to be informed about it and for you to potentially correct it. Without hearing about an issue, there is no way for you to be able to fix it. By showing your customers that you are not afraid of not being perfect, you can build a better relationship with them over time. You can base your needed improvements on online reviews or direct interactions with customers.
Without customers, your business is nothing. As a result, you have to do everything in your power to get good customer feedback and then benefit from it. Once you begin the follow up process, you will be able to see how customers can truly change a business around.
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