I see many companies and business owner’s today who focus on great strategies to gain a new client. However, at times they struggle to give good consistent ongoing customer service. It is a known fact, that a customer who has had a bad experience with your business, will tell 15 people about that experience. And the worse thing is , the customers simply don’t communicate their concerns, will vote with their feet and go to your competitors.
I remember working with a cleaning company as their Business Development Manager. This was a time before I started to study strategic marketing. There customer service was simply giving a phone call to their clients every month with the occasional onsite quality check.
This was a very time-consuming tactic and what I know today was ineffective. At times I was asked to step into this department and get involved with the monthly calls. At times it would take me up to 6 attempts to contact the appointed person. Then it was not the right timing for them. I noticed that they were distracted and simply wanted to finish the call and get on with their activities.
Therefore, the quality of feedback was very low, our use of resources was high, and some clients even asked not to be contacted anymore.
As a cleaning company client retention is extremely important, as their cleaning contracts were continually renewed every year. We would lose so many customers when it come to renew their contracts. You see if they don’t receive high perceived value, then they will check around for a lower price.Imagine if they received regular emails through a drip campaign, that was of high value, and completely automated. Having Technology doing all the heavy lifting for them. If I was working back in that company, I would shift from the old traditional ways, and bring on board automation for on boarding and customer retention. This strategic strategy would have lowered the amount of internal resources, and allowed the clients to visit the information at a time that worked for them, instead of disturbing them with random phone calls
Do you have a Leaky Funnel?
Often, we think about sales funnels to gain more clients. Now let’s go a step further and explore the advantages of having a customer support funnel within your business. Customer service is the way to grow and scale your business. A funnel is simply a process that will drive your prospects through the stages of becoming a client, and then moving them through to become a raving fan that purchases other products or services and refers you onto their professional networks.
You probably invest a lot of money, time and energy in gaining new customers, and if you lose them, then this becomes a leaky funnel.
Take a moment to work out how much a customer is worth per year, and how much do you spend on acquiring that customer. Wouldn’t it make sense to increase your customer retention. After all, now they trust and like you, and if you provide a good customer experience, then they will stay loyal to your business.
Create High Profit Funnels Through Automation
There are many benefits in being able to create high profit funnels that bring in new customers, along with customer service. Some of these are:
- Successful Business Strategies that are consistent through automation
- Create a professional reputation and have new clients reaching out to you
- Higher Profits – Giving high perceived value enables you to increase your prices
- Boost Brand Loyalty and the ability to upsell to your other services, and products.
- Increased Employee Morale – Less unsatisfied clients and complaints
- Increased efficiency – less resources required, once created then set and leave
- Reduced risk of business failure – having systems allow you to track and measure
Tips to create high profit funnels
Funnels are the way to automate your business, that runs in the background automatically. A funnel never has time off sick, or a bad day. Reduce your internal resources, nurture your prospects and customers, whilst growing and scaling your business. Create excellent customer service experience.
IF I can help you, simply reach out and let’s have a conversation around creating your high profit funnels for lead generation and customer retention.