Customer focused selling for customer support

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Spending all your time and resources chasing after new customers, but not looking at the ones you already have? Yeah, I know, but what if I told you that you don't have to break a single sweat in that pursuit coz we've got just the thing to help you keep your existing customers happy while attracting new ones. Hey there, I'm Rehone Gozly, and welcome back to another episode of CX Unplugged. So what's the magic trick behind improving customer loyalty? Well, you don't need any sleight of hand for this one because it's really quite simple. It all comes down to your business's ability to provide an outstanding after-sales service so your customers stay satisfied and smiling. By giving an exceptional post-purchase experience, you're creating lasting relationships that build toward positive word of mouth referrals and surprise, surprise, repeat business. All right. Now let me send you a few quick tips on after-sales, customer service, your way, so your customers stick and become your most loyal fans. Tip number one, provide personalized onboarding. First off, make sure that the onboarding experience is a nice custom fit for your customers. Provide detailed instructions, tutorials, and even one-to-one sessions so they can make the most of your product or service. Say you own a subscription-based meal kit delivery service. To provide personalized onboarding you could shoot an email or make a phone call to new customers after they sign up. This way, you'll be gathering more information about their dietary restrictions, preferred cooking styles, and other relevant preferences. You could then use this information to tailor their first-ever delivery, which can also include recipe recommendations and ingredient substitution to ensure that the entire experience is wholesome and the food really hits the spot. Tip number two, reward loyalty. Consider offering exclusive discounts, freebies, or special offers to customers who have made multiple purchases or have been with your company for a long time. The Starbucks reward program is an epic example of rewarding customer loyalty. The Coffee Giants Reward program offers free drinks, food, and even personalized gold cards to its loyal customers. So there's more of a reason for them to keep returning and refer customers to the coffee chain. Tip number three, offer custom incentives. Yes, generic discounts and promotions are the old ways, but also try to offer personalized incentives based on the customer's purchase history and preferences. Imagine that you have a customer called Jade who's made multiple purchases on an online clothing store, and while tracking Jade's purchase history, the store notices that she frequently buys eco-friendly products. Now, instead of sending Jade a boring and uninspired promotion for a site-wide sale, the store can send her an email offering a personalized discount code on new eco-friendly products instead. And, you can bet that Jade's gonna be on top of the world because of how thoughtful and great this gesture was. Tip number four, anticipate customer needs. So you already use data to figure out what your customer needs. That's cool. But what's even cooler is using that data to anticipate your customer's needs, and you might as well be from Antarctica if you offer solutions proactively. For example, if a customer purchases a vacuum cleaner from a big box store, the store can use data to anticipate that the customer may need a replacement filter after a certain amount of time. So instead of waiting for the customer to come back and make a separate purchase, the store can proactively reach out to the customer with a special offer on replacement filters before they need them. That way they'll be saving time and the entire hassle of ever stepping out. A win-win situation wouldn't you say? All right. With that, we've pretty much covered all the specifics. Here's hoping that these tips work like a charm and amp up your after-sales customer service and customer loyalty. And as always, don't think twice to connect with us on social media by clicking one of the links in the description. Catch you next time and stay tuned for more.