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Customer Relationship Management
Changing consumer attitudes are driving Customer Relationship
Management. Fuelled by Internet induced expectations and an even
increasing mood of self reliance among customers, companies have
to compete in an environment where communication,...
Customer Service - 10 Simple and Practical Tips on How to Dazzle Customers
1. If you know that a customer is coming to visit you, put up a
sign (or maybe a balloon) that welcomes them to your business.
Tell your team who is coming so that they know who your customer
is and can call them by name.
2. When you go to...
Make An Offer Your Customers Can't Refuse
Are your sales coming up a little short these day? Retail sales, Internet commerce, and business-to-business suppliers are all having problems matching their stellar performances of previous years.
When economic times get tight, just about every...
Why Are Customers So Indecisive?
Do you know why your customer won’t buy? You’ve given her the best price, possibly even the best options. Yet she fidgets. Maybe, maybe not, she ponders.
You stand by the wayside and sweat, praying the sale will go through. Then almost...
Why Providing Excellence in Customer Service is Essential to Every Business
Customer service is the end-all to any company’s success or failure. The customer is what provides the income that a company needs to thrive and determines whether or not a company can continue to stay in business. Therefore, it is of the utmost...
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Increase Profits from Your Existing Customers
Increase Profits from Your Existing Customers
An area many businesses fail to recognise as a way to increase profits is by utilising their existing customers. Don't view each sale as a "one-off". Look to build a long term relationship with your customers and entice them to keep coming back.
In order for that relationship to be cultivated properly, you will need to have some method of keeping in touch with your customers on a regular basis. For this to be possible you will require some personal information about them.
How to get your customers details without making them feel pressured.
We have all been in a shop where a pushy salesperson has fallen just short of demanding our name, address and telephone number. When you have simply bought a pair of shoes you are bound to feel that this information is unnecessary. The shoes don’t come with a special guarantee and are unlikely to need a 500 mile service, so there is no obvious reason for you to provide your life history.
There are two things at fault here. The first is the amount of information being requested. Most people have an email address and that is sufficient to maintain contact. Even asking for a first name is not necessary as correspondence can be sent to "Dear Customer". DO NOT take any details from the customer's payment card or cheque as this will rightly be viewed as an invasion of privacy and will do much more harm than good. It may even leave you open to legal action.
The second stumbling block is poorly trained staff. Staff should know why they are asking the
customer for this information and be able to explain that clearly to the purchaser.
A sample sales line could be: - Our Company is sending out a monthly newsletter which includes fashion tips, seasonal offers and "Money-off" coupons for subscribers. All we need from you is your email address. You can unsubscribe at any time you want.
Nice and low-key. You have to make it easy for your customers to say "No" without feeling pressured or embarrassed.
Another method to increase profits can be used at the point of sale. As an example, let's say you are selling potted plants. Your customer is at the checkout with their fresh, flourishing houseplant. What else could you offer to sell them in order to compliment this purchase? A book on how to look after house plants, an attractive ceramic pot to display the plant to better effect, plant food to keep the plant healthy? You might even find that the add-ons are of higher value than the original sale.
If you view your customers as more than just a single sale you will begin to attract more custom from the same people that use your business. A simple way to increase profits and reduce advertising costs.
About the Author
Allan Cowley is a Life Coach working with clients throughout the world. He provides online coaching in self improvement, goal setting, time management and small business development. For a free online life assessment with no obligations, you can contact Allan on his website at:- http://www.uk-success-coach.com/
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