Clients Do Want To Hear From You

You may be as surprised as I was, with the results of this survey.

At the Genesys Telecom Lab’s G- Force customer conference, the head of marketing and business development revealed the fascinating results of the company’s Global Consumer Survey. 4500 Consumers were surveyed.

According to the findings, customers are open to cross-sell, but using different media based on the context and if the offer is relevant.

What percent of the 4,500 consumers surveyed said this?

A surprising 95 percent!

And guess what percentage of respondents said they EXPECT proactive communications from companies?

89 percent!

BUT they don’t always expect it to be a sales call.

Making Proactive Calls is Easier than You May Think

When calling clients who have purchased products or services in the past, the best words (and a good attention-getter) you can use, after introducing yourself and your company – is “Thank you for your purchase of _______________________ (whatever they last purchased from your company.)”

We all liked to be thanked after making a purchase and we don’t often hear a “thank you.”

Then ask – for example, if it is office equipment that they bought – “How is that working for you?”

Let them know (if it is true) your company can be their source for different types of imaging supplies. Be specific with popular items you can provide, like H.P. toner cartridges, for example.

What They Think of Your Company

Eighty-five percent of consumers surveyed said they would have a more positive opinion of a company they buy from after receiving a courtesy call from that firm.

Email Communication

As much as customers love phone interaction, 86 percent say they also want to communicate via email, and 45 percent say it’s their preferred method of communication.

Why they Stopped Buying

According to the survey, 40 percent of consumers have stopped doing business with a company due to a poor contact center experience, and what’s more -

38 percent say that service makes the biggest impact on their loyalty to a company.

4 Responses to “Clients Do Want To Hear From You”

1. Ken Scott says:

   July 27, 2010 at 5:06 pm

   Hi Ann
   I really enjoy your emails. I always learn great things from them. I wanted to share with you something that i am using to keep in touch my clients that is paying off HUGE. People love getting cards and when they are personalized even better. Well that is what i do. I perform magic shows all over the country and when i am done with my show i take a picture with the person who hired me and then i send them a heart felt greeting card with our picture on it. When they receive this card it really impresses them and often i will get emails from them THANKING me for the THANK card i sent them. Needless to say the cards does not get thrown away. It gets kept and typically gets hung up at a desk or somewhere where it can been seen all the time which by the way my information is right there for them to have easy access to. I typically don’t these types of companies where you sign up for and then sign up other people.BUT this company just makes since with keeping in touch with clients and friends with a nice card and it MUCH cheeper than going to the store and buying a card that is NOT personalized, that is the KEY with this company. So give a try. There are so many different ways to join and i promise you you will see a HUGE return on sending these cards to people. http://www.sendoutcards.com/kenscott

   All the best
   Ken Scott

   Reply
   • Ann Barr says:

     July 27, 2010 at 5:35 pm

     Ken, thank you for the good tip about sending out cards and for subscribing to my Weekly Sales Tips. Your success – being voted Atlanta Magician of the Year – is impressive! Thank-you cards are very important and can generate additional business, plus: it is nice for clients to know they are appreciated!

     To your continued success!

     Ann

     Reply
2. Bill Hanenburg says:

   July 27, 2010 at 6:38 pm

   I make a phone call or I stop in to see them.

   Reply
   • Ann Barr says:

     July 27, 2010 at 6:53 pm

     Hi Bill – It sounds like you are keeping in touch with your customers, which is good. If you are collecting your customers’ email addresses, sending emails would be a quick and easy way to stay in touch – plus letting clients know about any new products you are offering.

     Ann

     Reply