A customer contact plan can make all the difference between maintaining or losing valuable customer relationships.
The thing that most companies mess up is that when they call their clients, they attempt (sometimes too aggressively) to sell them additional products and services.
Furthermore, they choosee to call the client at home during dinner, when the customer is less likely to appreciate receiving a call from a 'salesperson'.
To avoid the pitfalls and to improve your chances of being received well by the customer when you contact them, you should plan your calls very specifically.
A successful customer contact plan will include the following activities, which will:
Business owners and department managers must realize the number one rule in developing a successful customer contact plan.
Leaders must understand that a business isn’t simply selling widgets – it’s selling an overall customer experience.
The quality of the customer experience, in part, will be determined based on the quality of your customer contact plan.
A key question for every organizational leader is, “What experience are you selling?” Intentional or not, when your customer walks away – how do they feel? When they talk to their friends about your product or organization, what are they saying? Do you know?
Additional questions for leaders to consider when developing a quality customer contact plan include:
In addition to learning how to properly respond to customers who are seeking assistance, a meaningful customer contact plan must also provide a blueprint for an organization’s “outreach” activities.
Great organizations are careful to “conduct” the customer experience.
For instance, Starbucks isn’t just selling coffee they’re selling an experience. The Gap and Old Navy are not only selling clothes, they’re selling an experience – from the time you walk in the door to the time you walk out.
Gather your team and create a solid customer contact plan that your customers will not only appreciate and remember, but an experience they will look forward to experiencing over and over again.
Every customer Service article provides insight on customer service training and customer retention practices. Identify an effective customer service tip that works! Access service ideas that can help to develop new business and retain existing business relationships. Download our free customer service tools to improve customer satisfaction scores and increase customer loyalty.