The transaction is complete. The customer has purchased the product or service and you have already received the money. Done and dusted. After all, you have got everything you want from them, right?
Wrong. Sales is a long and complex process that does not begin at the actual transaction of a purchase, nor does it end as soon as the money is in the bank.
Read on to find out why it is extremely important to engage with your customers after a purchase to encourage repeat business and some of the ways in which you can do that.
Long-term customers generate revenue
It can be easy to think that generating new customers constantly is the best way to make a profit, but that is not the case. Long-term customers who have received excellent customer service, and quality products or services are often some of the most profitable customers.
This can be for a number of reasons. Customers who have had an excellent customer experience when purchasing from a business are not only much more likely to return but are also more likely to tell their friends and family about the business too.
Word of mouth is essentially organic marketing, which is not only completely free to businesses but also extremely valuable. Friends and family are much more likely to trust each other with their recommendations over people they do not know or other marketing tactics, so having happy, long-term customers can be extremely beneficial.
It is also important to note that it is much easier to retain loyal customers than it is to generate new ones, so this helps cut down the workload of finding new customers just to keep the business turning.
Use customer onboarding
Customer onboarding is the aftercare of a customer after a purchase has been made and is crucial to the customer experience. Immediate post-sale service sets not only the tone for the business but also leaves a lasting impression on the customer and the future relationship they will have with your brand.
A positive experience can determine whether a customer re-purchases from you and can be a determining factor in whether they are likely to recommend your business or not. Learn more about customer onboarding and how to create a successful process to keep your customers happy and make sure they return.
Your customers are your business’ life-line
There is a common saying: take care of your customers and the rest will take care of itself. Without customers, businesses would not exist, which is why it is extremely important to take care of them throughout the whole sales process, including after a purchase has been made.
Exceeding customer’s expectations can only work in your favour. We all like a little surprise, to feel special, or that someone has gone above and beyond for us, and when it comes to businesses and customer service, the principle is exactly the same.
Some of the ways you can exceed your customer’s expectations include, but are not limited too, focusing on quality over speed – there is no point being fast if the end-product does not result in a satisfactory outcome. Connecting with customers is also extremely important. It is not enough to be “friendly by script” anymore, so expending effort to really interact with your customers will make you stand out from the crowd.
Interesting related article: “What is a client-centric company?“