Techniques To Delight Your Customers
You sold your product or service to one of your prospecting leads! Congratulations! Like most things in the B2B sales process, it doesn’t end there. Time to learn how to delight your customers.
The process of delighting shouldn’t come as much as a surprise. Satisfying your customers after the sale not only means a happier customer, but benefits for you in the long run as well, such as;
- Positive reviews and ratings to bring in new customers
- Returning Customers
Delighting customers is not just a warm response when they eventually get back in contact with you. While you should be positive, upbeat, and overall ‘warm’ to your customers, it also means some work is ahead for you.
An issue we run into a lot with our clients here at Nuanced Media is a lack of education when it comes to running their own website. Because of this, we have created an educational strategy plan to implement with our clientele after their new website is launched. We teach them how to update it, run it, and perform simple tasks so they feel empowered enough to take control from there.
This is a very important aspect of the Delighting phase, as you are empowering your clients with education while building your trust and credibility.
Newsletters are a great and common way businesses attempted to delight customers. Newsletters should also offer the customers something – don’t use it as just an attempted to talk about your business. Send blog pieces, think pieces, or downloadables you believe your clients will find useful. Delighting your customers with newsletters shows them you are still offering them value, even after the sale.
Exit surveys are a strategic way to show your customer that you want to learn from what they have to say. Not only will they be able to voice their concerns, praises or suggestions, but it allows your team to learn and grow from them. A simple exit survey call after the completion of a sale or project will suffice. Things you can ask them are;
- To rate the product/service
- To rate customer services;
- If they are satisfied;
- Would they refer your product/services;
- Would they return for future services.
Check in! See if your client is enjoying their new product or service. Speak to them as if they are a friend, not just another dollar sign. Is their company expanding? Send an email to congratulate them! Is it their birthday? Send them a card! It’s the little things that make the most difference.
Simple tasks to implement in your company to delight your customers can make all the difference. Not only does this satisfy your customer, but it shows them that your business truly does care. Your company will learn and grow more from the delighting phase, all while easily helping a client.
Zoe is an east coast native recently thrown into the world of the South West. Shortly after graduating from Pennsylvania State University with a BA in Telecommunication and Sociology, she began working in New York City following her love for fashion, beauty, and social media. As a Community Manager, Zoe obtains a better understanding of Nuanced Media’s public relations and faces each situation head on. When not at the office, you can find Zoe spending time with either her cats or her Netflix.