We all know it’s easier and cheaper to keep an old client than to find a new client, so why aren’t you doing everything you can to make sure your clients are satisfied and to keep your business name on their minds?
Every customer wants to be treated like they’re cared about, and not like just another email address on a list. You want to make sure that every customer is satisfied with your service and knows about any new products, services, or deals that your business may be rolling out. At the very least, you want them to remember you next time they need your service.
Follow-Ups
Sometimes, it’s enough to just check in on a customer or client’s satisfaction. “Are you happy with our service? Do you need anything else? Okay, I’m available whenever you need.” Don’t just let a person do business with you, make sure they are satisfied enough to come back or recommend you to their friends. You shouldn’t be satisfied with a one-time buy. You want to get the most out of every sale.
I bought a small piece of music equipment a few months ago from a company called Sweetwater that I found on Google. It was a small purchase and I had never intended to use them again, but just to buy and get on my way. Then, AJ called about my $8 order. He wasn’t trying to upsell me or get me on a list, he just wanted to make sure I got what I needed and that I know that if I ever need anything else, he knows a lot about that stuff and can help. He then sent an additional email when the order was shipped and another when the product arrived (with a thank-you note from AJ). I was never going to use them again but because of the way they treated my tiny $8 order, you better believe I’ll use Sweetwater again if the opportunity ever comes up. I feel very comfortable reaching out to them.
Newsletter
Just in case I forget about Sweetwater, they remind me of their existence, their products, and current deals with a monthly email newsletter. Though you have probably heard of the importance of email newsletters already, their relevance can’t be overestimated.
If you are a business, you need to collect the names and information of your customers. Use that info to tell them what you need to tell them. You have a direct line to every customer who gave you their email address, phone number, or even mailing address.
If you’re overwhelmed by the idea of a regular newsletter, remember that they’re not blog posts: they don’t need to be sent out at specific times every couple of weeks. A few months ago, I purchased “Louis CK: Live at the Beacon”, a stand-up comedy special that he released himself online. He has sent me only one email since, and when he did I knew it was something important about him and his business that he wanted me to know. Because he sent just one email in months, it was way more effective than frequent, regularly scheduled newsletters that I usually just end up unsubscribing from anyway.
The goal of the newsletter is to tell your past clients what they need to know, not bother them with filler.
Social Media
More and more focus on social media means you have an additional outlet available to reach your customers. Whether you use Twitter, Facebook, LinkedIn, or Google+ (or all 4), ask your customers or clients to follow you. Don’t just use it to promote, be useful and helpful. The beauty of social media isn’t that it offers a chance to market directly to the consumer but the ability of the consumer to interact directly with you and your business.
Using The Right Tools
MailChimp is arguably the best email list tool out there and its users are very satisfied. It’s very easy to use and requires very little time to figure it all out. Simply create your list, customize your template, and start a campaign. The best part of the service is the result tracking features that tell you who is opening, clicking, Tweeting, and coming back for more. Accounts with under 2,000 and 12,000 monthly emails are free but larger accounts start at $10.
Another good option and old standard is Constant Contact, which does both email and social media campaigns.
For better control over your social media outreach, consider a tool like HootSuite, which allows you to see your Twitter, Facebook, LinkedIn, Google+, FourSquare, and other accounts all in one application. They provide great analytics and offer a free account for up to 5 social profiles. The Pro account for unlimited profiles, message scheduling, and better integration costs $10 per month.
