• Newsletter Sign Up

• Business Links

  • AHRI
  • David Allen
  • Fistful of Talent
  • HR Magazine
  • HR Thoughts
  • Incentive Intelligence
  • Life Hacker
  • Personal MBA
  • Productivity 501
  • The Coaching Institute

• Friends n Mentors

  • Miles Burke
  • Steve Pavlina

• Categories

  • Blogging (5)
  • Business (21)
  • CRM (10)
  • Development (19)
  • Education (2)
  • Goals (3)
  • Hacks (2)
  • HR (1)
  • Leadership (1)
  • Management (12)
  • Not for Profit (1)
  • Productivity (2)
  • Sales (3)
  • Start Up (1)
  • Success (20)
  • TGIF (1)
  • Uncategorized (1)
  • Vision (1)

• Tags

  alignment Business goal Success Vision
• 

Following on from last week’s post, here are Steps 6 through 10.1 to building customer loyalty.

All of this can be done with the most rudimentary contact system or even just a diary and a shoe box! (Seriously!)

Steps 1 - 5 were:

1. Develop a 12 month Customer Contact Plan
2. Identify customer ‘types’ and market accordingly
3. Complete standard items in ‘chunks’ to save time and increase visibility
4. Invest in technology to automate newsletters/messages
5. Create ‘contact points’ throughout the year

Okay, on with the show …
6. Set reminders for key actions so nothing falls through the cracks

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

7. Set up templates for standard activities

• 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

• 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

• Surveys (on- and off-line) are tremendous methods for gaining feedback and testimonials.
• There are many web-tools that can automate these for you, or you can create your own and do it manually.
• Either way – do it!

10. Request ‘testimonials’ at key points of interaction.

• 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

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

And the final piece of good news is you really can do this without software if you don’t want to.

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

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

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

• Identify items like writing out cards (birthday, Christmas, other seasonal cards) and take the time to write them all out at one time.
• This will save time in the long run.
• 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

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

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

Steps 6 - 10.1 next week!

It may be great to travel around and make sales calls but many sales people work from an office. They rely on clients that come to them rather than them going out and getting clients. If you are in a busy area and there is an overflow of clients you are lucky. If not, times can be tough.

However, being busy doesn’t necessarily mean you sell more.

Working as a sales manager in this style of environment, we built our team’s effectiveness in the sales process. The solution to better sales scores, conversion rates and “up selling” did not lie in scientific formulae, expensive technology or hiring all knowing consultants – it lies in knowing what to do every time you talk with a client and setting yourself up right to make the most of those conversations. Read more