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Want more sales? Then keep your customers happy!

Posted on July 27, 2016
Archive : July 2016
Category : Marketing

The Inbound marketing method of generating customers advocates that businesses need to do four things:

  1. Attract
  2. Convert
  3. Close the sale
  4. Delight your new client

Whilst there can be a determined focus on the first three how often (and be very honest here) do you maybe not deliver the forth step as well as you could?

Is it a case of “great we got a new customer now quick let’s get ourselves another one!”

However steps 1 through to 3 not only take time but also are the most costly part of any new sales acquisition and yet the facts are that 80% of all your future sales (ie your company’s revenue!) will come from just 20% of your existing customers.

So it really does make sense that actually stage 4 is THE most important stage and therefore requires you to focus time and effort here.

So how do you ensure that stage 4 exceeds expectations at all times? :

1. Ask for Feedback and then LISTEN:

Knowing what you customers like (and don’t) will clearly help you make the right decisions for your business in the future.

Nowadays it couldn’t be easier and in fact lots of your customers will likely turn to Social media to voice concerns or give feedback so make sure you are monitoring the relevant platforms. Let them know you are listening and that you understand.

2 Make sure your employees are delighted

Let’s be clear your employees are the face of your company, if they feel undervalued and underpaid they are unlikely to be able to deliver the positive customer experience you want.

Encourage them to allow their personality to shine through, and allot them the necessary time and space to go above and beyond with customers.

But most importantly, invest in your employees if you wish to see them invest in you.

(*Source:Gartner Group)

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