Saturday, September 1, 2012

How to get word of mouth from customers? Customer touch points

Every business has to collect feedback from their customers. It is the easiest and fastest way to retain your customers. Internet has made it easy for businesses to do that because most of the people use email and it is easy to ask your customers "how was your experience?". Businesses can even ask their customers to post their experiences online. It establishes confidence among customers and customer feedback becomes word of mouth for your business. Customer interact with your business at various touch points (paper ads, website ads, search engines, industry specific sites, blogs), you can make sure you get the customers who are using these channels. So how exactly can we get word of mouth?

  1. Excellent customer service: do not forget the customer after getting the sale. Treat them equally important and deliver what you promised at the beginning of the sale. A happy customer will give your business positive promotion.
  2. Get in touch with them and ask them about their experience. 
  3. Handle customer complaints in a systematic manner and show the customers how valuable their business is.
  4. Post comment cards at the business location and ask customer to share their experience (even a comment on ambiance is valuable and will make permanent impression on the customers).
  5. Use a customer retention company like KeepCustomer to use tools for gathering and promoting customer experiences online (just promoting ourselves :)
  6. Above all, provide top quality service and show passion and knowledge of what you are offering, many customers will appreciate and remember that.           
         Any more thoughts and suggestions?