10 1 Strategies To Increase Customer Loyalty

Writen by Bill James-Wallace

Introduction

Customer contact is essential in a fast paced business world. Many professionals and small businesses live off their customer contact but to many it is ad hoc and with too much strategy. Many still find it difficult to set up a strategy that will make life easier for them and better for their clients. The following points will provide and framework and kick start to those wishing to bite the bullet and create a process that is both positive and profitable.

1. Develop a 12 month Customer Contact Plan

a. Creating such a plan provides you with a broader view and allows you to 'see' where your activity time is being spent.

b. To enhance the plan consider using 'colour codes' to identify areas of commonality and where leverage can be gained.

2. Identify customer 'types' and market accordingly

a. By 'grouping' client types you will be able to market more effectively and also begin to know where your business comes from.

b. This will also allow you to react/respond differently and with 'intention' to each group.

3. Complete standard items in 'chunks' to save time and increase visibility

a. Identify items like writing out cards (birthday, Christmas, other seasonal cards) and take the time to write them all out at one time.

b. This will save time in the long run.

c. Sort each card into date order and place in tickler file. When the day arrives (or a week prior) send out the card.

4. Invest in technology to automate newsletters/messages

a. There is considerable technology that can automate messages for you. Investigate some of these.

b. These will allow you to write a few regular newsletter at once and then set them up to go out at regular intervals.

5. Create 'contact points' throughout the year

a. Key clients may require a visit, an extra call or a personal note. Diarise appropriate times up front so you are well prepared.

6. Set reminders for key actions so nothing falls through the cracks

a. Set up reminder times for cards, anniversaries etc. This will remove the requirement to remember.

7. Set up templates for standard activities

a. On reviewing your plan, you will see a lot of dates and activities. Identify those that require an invite and set this up now, so there is no pressure to do it when the time comes.

8. Create a simple yet effective loyalty program

a. Loyalty programs don't have to be complex. A simple, graded points system is all it takes. (Check with your Accountant as to allowances if necessary.)

9. Create standard surveys (automated) that seek client feedback

a. Surveys (on- and off-line) are tremendous methods for gaining feedback and testimonials.

b. There are many web-tools that can automate these for you, or you can create your own and do it manually.

c. Either way – do it!

10. Request 'testimonials' at key points of interaction.

a. Testimonies are powerful tools for your business. They convince others far quicker than we can when we promote our own product.

11. Engage a third party for accountability

a. Take the time to have a third party review your plan with you every 6 – 12 weeks. The benefit is significant.

Bill James-Wallace helps his clients grow their business through better and more strategic customer relationships. Drawing on his 18 years experience in the financial industry as a Sales Manager and Manager of Training & Development, he helps business owners play on the same field as corporate entities. Bill can be contacted at bill@resultdrivensolutions.com His blog-based website is http://www.resultdrivensolutions.com

Realtors Followup Often For Repeat Business And Solid Referrals

Writen by Marte Cliff

You're selling a house for a couple who is moving out of state. You think you'll never see them again. Should you stay in touch? Absolutely.

You just helped a young couple purchase their first home and getting them financed was a struggle. Should you stay in touch? Absolutely.

Each and every client and customer you serve well is like a walking advertisement for you - but only if you maintain top of mind awareness through consistent contact.

Just because that couple moved away doesn't mean all their friends and family moved. If they liked you, they'll tell those people, if they remember. That's the big if, and its one you can control. You don't have to call or write weekly, but do stay in touch every month or two. You never know when they'll convince their children or their parents to move and be with them... and those folks will be searching for a Realtor. Their friends will make changes, too.

As for the kids who could barely get financed: You have two great reasons to stay in contact with them.

The first is, of course, their friends and family. Everyone has at least some of those, and everyone likes to talk. Be sure they're talking about you when the subject of real estate comes up.

The second is that things change. They may decide to move and need to sell that house. They may have a boost in finances and want a bigger house - or possibly even a whole portfolio of rental houses. Time flies quickly and life changes. Be sure you're the one they think of when change involves real estate.

Consider holiday gifts that last all year: Calendars with your name and phone number are always good, but I personally shy away from coffee mugs. Unless it's special, we all have too many and they get shoved to the back of a shelf.

You don't need to promote yourself heavily when you contact past customers. If you spent enough time together to feel friendly, consider sending a postcard with a photo of your child or new grand-child. How about a picture of a new puppy or a special flower from your garden... with a friendly note on the back? You can also write a short note to share happy news. Then say "Call when you need me!" and include your contact information.

If your relationship was a bit more formal, use a pre-printed postcard with a tasteful joke or pretty picture. When I used those cards for farming I had people call several years later because they had saved a particularly pretty card.

If your clients are business people, a powerful way to stay in touch is by sending magazine or newspaper clippings specific to their industry. This practice almost shouts "I care about you."

Your past clients and customers are the best advertising money can't buy, so treat each of them as if they were a gold mine - because they are!

Marte Cliff is a Freelance Copywriter and 19-year veteran of the real estate industry. Visit her at http://www.marte-cliff.com/ and sign up for her free monthly advertising ezine and/or her ezine written just for Realtors. Marte also offers a no-obligation critique of your present advertising.

Calamities In Customer Service Considered

Writen by Lance Winslow

We have all been involved with horrible service and seen things we nearly could not believe while out purchasing products or services. I can tell you this that so many of the most unbelievable things I have seen resulted in Calamities in customer service for the company.

About four years ago I watch a Hispanic man who worked as a gardener for a landscape company. They had been working on the neighbors property all day and then he walked over a low brick wall and entered the other neighbors side area, where they put their trash cans. He then proceeded to take a leak. The lady in the house happened to come out at that moment to throw away some trash. Needless to say it did not go well.

She screamed and yelled and he I guess zipped it up and ran back over the wall and quickly finished and then they loaded the trailer and left. About 10 minutes later the cops show up. Yep, she called the cops and he took a report. Next about 15 minutes later code enforcement showed up too. Indeed, a Calamity in Customer Service had occurred.

Turns out the guy was an illegal alien and the company lost all the contracts in the entire Gated Home Owners Association. Whoops? At $60.00 to $100.00 per month depending on if they mowed the lawns or did the landscape too, I think was the going rate. The company had 155 accounts in the association. Wow, that is bad customer service gone wild. Well, I guess the landscape company learned a valuable lesson indeed.

"Lance Winslow" - Online Think Tank forum board. If you have innovative thoughts and unique perspectives, come think with Lance; http://www.WorldThinkTank.net/wttbbs/

Heroic Customer Service Ensures Lifelong Loyalty

Writen by Steve Singleton

The key to good customer service is meeting your clients' expectations the first time, every time. But if you want to move beyond good customer service, you have to exceed those expectations, maybe not always, but often enough for them to be impressed that you are committed to their needs as much or more than they are themselves. That kind of customer service is what makes them loyal.

You can't be at our company very long without hearing some of the heroics our employees have done to ensure customer satisfaction; such things happen frequently. This kind of "extra-mile" service is characteristic of what superior companies do.

Carl Sewell's book, Customers for Life: How to Turn That One-Time Buyer into a Lifetime Customer (New York: Doubleday, 1990), lays out ten principles he has hammered out to ensure his automobile dealerships maintain the outstanding customer service for which they are famous. Let's focus on rule #4: "When the customer asks, the answer is always yes." Sewell explains that his company encourages its employees to do anything possible for their customers:

We're probably not going to paint your house or wash your windows. We sell automobiles. However, if the request relates to our business, we're going to try to do it. Whenever possible we want to help our customers.

My company does the same thing, except we go a step farther as illustrated by the following story I received last week from a coworker in a big, midwestern city:

One of our clients was working later at our office. He mentioned to our salesperson it was the day of his wedding anniversary, and he had not had time to pick up a gift for his wife. He said he was sure to be in hot water because he was going home empty-handed and was also going to be late.

Without the client knowing about it, the sales rep asked the receptionist to order long-stemmed, peach roses in a box. (He knew peach was her favorite color.) Since it was already late, between 8 and 8:30 P.M., finding a florist at that hour seemed like it might be a monumental task.

She called several mall florists, but didn't have enough of a window to get a courier there before closing at 9 p.m. Then she remembered that there was a florist near downtown that closed at 9. Sure enough, the florist was near enough to our office that the receptionist was able to order the flowers and have our driver pick them up by closing time.

The client was ecstatic! He couldn't believe that just by mentioning his predicament, it was instantly solved. He also was doubly pleased that she was able to find peach-colored roses, since it is an unusual color to have in stock.

What do you think will happen the next time this customer's company is considering who to do business with? Such experiences make customers extremely loyal. Of course, this will only work if our "ordinary" customer service delivered with courtesy and professionalism, meets or exceeds their expectations.

Sewell says, "Our job is to take care of the customer so well that he keeps coming back to us for the rest of his life." His company's policy is: "If it's something that a friend would do for another friend, don't charge. Don't worry, you'll more than make up the money in future business."

* * * Copyright ©2006 Steve Singleton Steve Singleton has written and edited several books and numerous articles. He has been an editor, reporter, and public relations consultant. He has taught college-level Greek, Bible, and religious studies courses and has taught seminars in 11 states and the Caribbean. Go to his DeeperStudy.com for Bible study resources, no matter what your level of expertise. Explore "The Shallows," plumb "The Depths," or use the well-organized "Study Links" for original sources in English translation. Check out the DeeperStudy Bookstore for great e-books, free books, and great discounts. Subscribe to his free "DeeperStudy Newsletter" or "DeeperStudy Blog."

Managing Customer Contacts

Writen by Halstatt Pires

You work extremely hard to attract customers for your business. Once you have them, managing your customer contacts can help you keep them from jumping to competitors.

Customers – The Key

Today's market is cutthroat. Retaining customers and finding new ones is a tough job. Every company should analyze the available data to recognize its profitable customers and their needs, and also to manage marketing campaigns and to expand effectiveness. In order to serve these ends, most smart business leaders are using customer relationship management (CRM) solutions.

Customer relationship management is a process for businesses to approach customer relations in a systematic and effectual way. A CRM system helps business to manage customer relations in a well planned and strategic manner. It keeps track of customers' information such as his or her contacts, communications, accounts, needs and performance. Success of a business firm is entirely dependent upon its relationships with its customers.

An effective CRM approach can lead to increased sales, customer satisfaction and retention - if it captures accurate data. Also, the data needs to be used in the right way by the right people. If a company official wants to implement a CRM system, then they must develop a CRM strategy, identify processes and set measurable objectives for the system. Many firms start their business services from sales force automation software. As their business grows they learn the value of CRM. CRM systems can be complex or simple. A simple CRM system makes use of contact management software to track its customer data. A complex CRM requires integrating information, people, policies and company efforts to attract and hold customers.

CRM should include finding out customers' purchasing behaviors, views and predilections. To catch the attention of your customers you may offer various purchasing methods such as direct sales, online sales or affiliate sales. Effective CRM is just not just using the right CRM software but acclimating your business according to your clients needs as well.

A CRM system can be implemented by learning some basic steps. First you capture information that identifies your clients. A web site or an online service can be very helpful as clients can enter their own details. Then this information should be stored in a relational database management system, which is a centralized system that it is accessible to multiple personnel. After this use some data mining tools to analyze data that will help you to outline potential clients and develop a sales tactic. If some of your clients are complaining then try to resolve their problems rapidly as delay may affect other clients, potential clients and staff time.

CRM helps to manage customers and staff by introducing reliable systems, processes and procedures of communication between staff and clients. A good CRM policy includes training of employees, amendment of business methods and implementation of appropriate IT structure. CRM is not merely software or technology but it is a complete business strategy. It is a method of marketing, training and services within the enterprise.

With the help of CRM solutions you can more easily attract, increase and preserve your profitable clients. Currently many CRM software packages are available on the market. Researching your software options and trying out several solutions will enable you to make the best decision. Many reputable companies will offer free trials of their products. Choose the one that most helps you focus on your customers' needs and an maintaining an effective relationship with them.

Halstatt Pires is with the Internet marketing firm - http://www.marketingtitan.com - a San Diego Internet marketing and advertising company offering automated web site systems - http://www.businesscreatorpro.com - create web databases, e-commerce sites, business lead management systems and more.