It’s a competitive market, no matter what your product or service, and good business is all about providing excellent customer service. Especially since it costs 5 times as much to acquire a new customer as it does to keep an old one. Customer Relationship Management software is a valuable tool in providing exceptional service. As a business owner, I prefer to keep the old one, as I’m sure you’d agree. “How can you make your product/service special?” “What do you provide that makes customers want to keep coming back?”
According to a recent study done by Acumen Research group, people were surveyed regarding what made them behave loyally versus leaving a long term relationship. Amazingly, 43 percent abandoned a provider because of a poor experience with a staff member, and 30 percent feel they are not treated as valued customers so they decided to go elsewhere. This could have been prevented with the help of a CRM software system. Stellar customer service is not something you decide on a whim to do; it must be the lifeblood of your organization. CRM must be utilized on a regular basis. Without stellar customer service and a CRM package, you become lost in the sea of competition only to be swallowed by your competitors.
So, “How do you do it?”
First, think about your offerings. Review your CRM activities. Make a list of what other organizations in your industry offer and what you do. If you were on the outside looking in, who would you chose. “What might you be able to offer to give yourself a leg up on the competition?” Generate a list of ideas that you feel would differentiate or set you apart from other sellers. Keep in mind that offering the lowest price is not necessarily the answer to providing stellar customer service. Listening to client concerns and responding appropriately is.
Second, take a good list at your ideas. Which ideas are doable? If it isn’t an idea that can be done all the time then it isn’t worth implementing. Ensure that your ideas are realistic and will create results.
Third, implement an idea and stick to it. Educate your clients and prospects so they know that you are doing it. Record all contacts and activities in your CRM software. All your literature and advertisements should reflect that you are providing something as part of your campaign. Brand it, so people know what to expect when they make the decision to work with your organization.
Some examples might include, providing a free item with a certain number or product purchases, a referral fee/discount, a complimentary item when they buy a service/product from you, a birthday card, thank you card, or “just thinking of you” card. Whatever your inclusion, make sure to record it using your Customer Relationship Management software.
Providing stellar customer service and using CRM Software should be part of your business, everyday. By successfully taking care of others, you will find you will quickly have a business that continues to grow without considerable effort. Keep in mind there is truth to the statement that “the customer is always right”, so don’t forget it in your daily interactions and you’ll reap the rewards!