When you think about ways to gain repeat business from your customers, you probably turn your thoughts to marketing efforts such as advertising, public relations and other means that will allow you to repeatedly be seen. However, without one particular element included in your plan, your efforts to entice customers to buy over and over will fail. Even autoresponders -
"king" of repeat exposure - can't produce type of loyalty needed to ensure your customers continually send their dollars your way.This missing link is often not even considered as part of a marketing plan - but it should be! What is secret to repeat business? Exceptional customer service. Are you surprised? You really shouldn't be. Put yourself in "consumer mode" for next minute or two and let's explore power of a solid customer service program.
Think of last time you purchased from a business and had a poor experience. What brought you to business to begin with? Maybe low price. Perhaps it was that company had a product/service you needed immediately. Even selection can play a role in attracting us to a business. But once you bought, what happened next?
When product didn't live up to your standards or when service didn't work as expected, did you get response you needed? Did company show concern for your position? Did they correct mistake or issue a refund? If not, you - like most others - probably left vowing never to buy from them again.
What you experienced was a marketing plan that had no follow-through. They were able to entice you and draw you in. They were successful in getting you to spend your money. However, when it came time for plan to promote "backend sales", it failed. It had no follow-through and they lost remainder of your business for life.
Here are several things to consider when creating a customer service program that will help to boost your marketing plan and your repeat business.
