HOW TO STAY CONNECTED TO MY Existing Customers

[Pages:8]HOW TO STAY CONNECTED TO MY

Existing Customers

Know How Guide to Staying Connected to Your Customers

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Know How Guide to Staying Connected to Your Customers ............................................................. 01 Staying Connected to Your Customers: 10 Useful Tips ....................................................................... 01

1. Make sure your website has useful support tools and contact links that go directly to you or a trusted team member .............................................................................. 01

2. Get a 1-800 number and give out your cell number to important customers ............................................. 02 3. List your site digitally .................................................................................................................................. 02 4. Follow and engage with customers via social media ................................................................................... 03 5. Follow keywords about your brand and engage with disgruntled customers .............................................. 03 6. Follow-up regularly. Make them useful, not just seasonal ........................................................................... 04 7. Email useful newsletters to your customers, but don't make them all about you (and your business) ......... 04 8. Try sending SMS alerts with reminders and sales ........................................................................................ 05 9. Consider investing in a CRM tool ............................................................................................................... 05 10. Send a handwritten note ......................................................................................................................... 06 Putting It All Together .......................................................................................................................... 06 About Rogers ........................................................................................................................................ 06

TM Rogers & Design, Rogers One Number and Rogers Live Agent are trademarks of or used under license from Rogers Communications ?2013

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Running your business takes a lot of hard work. From juggling day-to-day operations, to managing your team, suppliers and cash flow, it can become all too easy to neglect your customers. But customer engagement should be the cornerstone of your business, and you need to be the champion of consumer relations.

STAYING CONNECTED TO YOUR CUSTOMERS: 10 USEFUL TIPS

At the end of the day, staying connected to your customers is probably the most important thing you can do as a business owner. And it's not as hard as you think. This Rogers Know How Guide provides 10 useful, easy to adopt tips to make sure you're always staying connected to your customers.

1. MAKE SURE YOUR WEBSITE HAS USEFUL SUPPORT TOOLS AND CONTACT LINKS THAT GO DIRECTLY TO YOU OR A TRUSTED TEAM MEMBER.

Customer support is extremely important for building lasting relationships with customers, so make sure your website provides it. Place multiple contact links on your website and make sure that contact-us forms are easy to understand and use.

You also want to make sure that forms, calls and inquiries are being forwarded to an email account or phone number that's constantly being monitored. You might even want to consider sending online inquiries directly to your mobile device and personal email address, to ensure that your customers are getting fast, reliable service.

Customer support is extremely important for building lasting relationships with customers,

so make sure your website provides it.

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2. GET A 1-800 NUMBER AND GIVE OUT YOUR CELL NUMBER TO IMPORTANT CUSTOMERS.

This isn't as scary as you think. It doesn't mean you'll be getting emergency calls in the middle of the night, but rather that your customers know how important they are to you. The best part is that new technology makes handling phone calls a breeze.

Rogers One NumberTM is a service that helps Rogers business customers extend their wireless number to other devices, making it easier to manage communications and be available for important calls. With Rogers One Number service, you can easily change the settings for rerouting selected calls from your computer, compatible tablets or smartphones, so that calls to your wireless number can reroute to another team member, if you're temporarily unavailable.

Also, consider adding a roaming plan for when you or a team member travels. Roaming offers like Roaming Data Passes and Travel Packs will ensure that you can stay connected to customers from anywhere, without incurring any unexpected charges.

3. LIST YOUR SITE DIGITALLY.

Whether you have the most loyal customers or are trying to attract new ones, it's important to make sure that they can easily find your website. Online directories, like YelpTM and YellowPagesTM, can help promote your business and services to local audiences. Listing your business on external websites will also help it appear higher in search engine results, so it's easier for customers to find you online.

Do some online research and look for local and niche sites that profile businesses like yours, and search for your competition to see where they're listed.

Tools like OutRankTM from Rogers can also help increase your online presence, by improving your website and helping you get top results in search engines.

Whether you have the most loyal customers or are trying to attract new ones,

it's important to make sure that they can easily find your website.

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4. FOLLOW AND ENGAGE WITH CUSTOMERS VIA SOCIAL MEDIA.

Social media is a great way to stay connected with your customers. You can also learn a lot about them and keep them engaged with your brand and business.

When using social media, remember that your strategy should not just promote your products and services. Rather, it should help you engage with customers and prospects, build your brand, and distinguish your business as an expert in its field. Make sure you re-tweet, like and share your customers' information and posts, in addition to your own updates. In return, they may promote your messages to their networks.

Smartphones and tablets make it easier than ever to stay connected to all your social media platforms. Look for mobile applications that let you combine different social media platforms, so you can track Facebook, LinkedIn, Twitter, Google+ and other social services all in one place.

5. FOLLOW KEYWORDS ABOUT YOUR BRAND AND ENGAGE WITH DISGRUNTLED CUSTOMERS.

There are a number of ways to follow your brand and industry on the internet. Google and social media platforms are a great place to start. Create alerts in Google for your company name and keywords relating to your business or industry, so that updates and news are sent right to your inbox. Also, monitor social networking sites for conversations about your industry and engage with customers if you see any complaints or questions you can help with.

When using social media, remember that your strategy should not just promote your products and services.

Rather, it should help you engage with customers and prospects, build your brand, and distinguish your business as an expert in its field.

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6. FOLLOW-UP REGULARLY. MAKE THEM USEFUL, NOT JUST SEASONAL.

Most business owners know this one, but it's easy to forget. We remember the holiday greeting cards, but then forget to keep the contact regular.

Many larger organizations build contact strategies to monitor how often they communicate with customers, but businesses of all sizes can easily develop these plans. Try creating an editorial calendar and map out the type of communications that may be timely to your customers or industry. Then put reminders in your calendar so you don't forget to stay in touch!

7. EMAIL USEFUL NEWSLETTERS TO YOUR CUSTOMERS, BUT DON'T MAKE THEM ALL ABOUT YOU (AND YOUR BUSINESS).

Newsletters are a cheap and easy way to regularly stay in touch and should become part of your contact strategy.

Remember to send useful information in your customer-facing newsletters, rather than just trying to sell products or services. The most effective newsletters provide useful information relating to your industry, without promoting offers.

For example, a plumber might want to send a few tips about getting your home ready for winter and reminding customers to turn off external facets and hoses before the temperatures drop. This is the type of information that customers can use and will keep your business top of mind for when customers do need your services.

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8. TRY SENDING SMS ALERTS WITH REMINDERS AND SALES.

SMS, also known as text messages, are a great way to stay in touch with customers. Texts are an effective tool because they deliver your customers' undivided attention. They are also instant and have extremely high open-rates.

If your business makes customer appointments, considering sending out SMS reminders a day or two before appointments. Studies show that these types of alerts can dramatically reduce no-show rates, and customers appreciate the personal service. You can also try sending limited-time coupons for products or services, but make sure your texts are useful or informative so they don't come off as spam.

Unlimited text-messaging plans are very affordable, and often included in wireless business plans. Better yet, they're very easy to use and they don't cost your customers anything to receive.

9. CONSIDER INVESTING IN A CRM TOOL.

Customer relationship management (CRM) tools have a bad reputation for being difficult to use and implement, and for being overly technical. While some programs are easier to use than others, CRM systems can actually make it much easier to stay in touch with customers, with little or no technical expertise.

Most CRM tools allow you to plan communications with customers and track past interactions. They also let you create lists with personal information like birthdays, children's names and service preferences, so you can connect with customers on a more personal level. Finally, many CRM tools have a mobile app that you can download on your smartphone or tablet, so you can stay connected to customers from anywhere.

Texts are an effective tool because they deliver your customers' undivided attention.

They are also instant and have extremely high open-rates.

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10. SEND A HANDWRITTEN NOTE.

Technology is great for staying connected to customers, but every once in a while a hand written note or birthday card can still go a LONG way. Consider sending thank you notes and cards to loyal customers, letting them know that you appreciate their business.

PUTTING IT ALL TOGETHER

Staying in touch with customers can be challenging and can often take a back seat to more pressing business issues. Your business will only benefit from staying connected to your customers and Rogers has the tools to help you. Our team has expert know how on the latest business solutions and offers customized advice for your business needs.

LOOKING FOR MORE ADVICE FOR YOUR BUSINESS?

Looking for more advice for your business? Visit our Know How Centre for other useful resources. Visit Rogers for Business to see if Rogers One Number, OutRank, roaming packages and text messaging services are right for your business. Speak to a Rogers Business consultant today.

ABOUT ROGERS

Rogers Communications connects small businesses to customers, suppliers, partners and employees with fast and reliable wireless, telephone, internet and TV services. Over 1.5 million business customers rely on Rogers for proven tools and the know how to help keep them connected. Our affordable services run on our proven networks, backed by 24/7 technical support.

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