Do you ever hear crickets after you buy something?
So often, I’ll purchase something online and never hear from the business again. That shocks me since follow-up is an essential sales tool for any business.
After the purchase, don’t assume the customer knows what comes next.
One of the most important ways to WOW your customer is to have a customer onboarding process.
This process includes everything you want your customer to know about working with you or using your product or service. The more complicated your product or service, the more you need to be clear and helpful.
Create a new customer welcome process that includes a next steps email, letter, video and/or personal phone call to help them get acquainted with your process. If you sell a product that needs no explanation, at the very least, send a thank you note.
If your product or service is a higher ticket item, then you not only want to welcome them, you want to make the customer feel secure. Often after a large purchase, a customer can often have post-purchase emotions.
Buyer’s remorse or doubt can creep in even when someone is ecstatic about what they purchased. At times, you almost have to re-sell the customer to keep them invested in the process so they can benefit from what you offer.
By creating a systematic new customer process, you will help calm their fears and keep the excitement going.
In my best-selling book, The Total Package: Own Your Profitable Personal Brand, I outline 50 Customer Touch Points to nurture and connect with your customer, and I’ll give you that checklist for FREE, just click here to get access.
Here are a few of my favorite ways to nurture new and existing customers:
- Welcome letter or card
- Welcome video from you and your team
- Send flowers or small gift to welcome them
- Call them
- Introduce them to your community
- Create a series of nurture emails that show your customer how your process works
- Send them a gift subscription to something they love
- Send your favorite inspirational book
- Send a branded item with your business logo, so they never forget you
- Send a discount code to use on their next purchase
This is only a small picture of what you can do. Download the 50 Touch Points Checklist Below!
When people are happy with a product or service, they love sharing that product or service with their friends, especially when they know that what they are sharing can help someone else.
When you have thoughtful follow-up and nurture your customer relationships, your customers will want to refer you to others. I’ve built my business on referrals, and I can track 90% of my customers back to customer referrals as the primary marketing source.
Providing a WOW experience isn’t difficult. It just takes time and thoughtful preparation. Both are well worth the efforts in the long run.
So, how do you welcome your new customers?
How to you continue to nurture them during their customer journey with your business?
I’d love to know! Comment below with your favorite way to welcome and nurture your customers or share what you have seen from others.