How to keep your clients coming back for more

If you are putting most of your sales and marketing budget, time and effort into attracting new clients you may be missing out on a big source of additional profit.

Because, if you ignore the "back-end" i.e. repeat purchases and higher price orders from your loyal clients you may be missing out on long-term profitability.

You have already spent your time and money to attract your clients. So now you may as well benefit from the goodwill you have built up, and the results you have delivered to persuade your best clients to buy more.

You have invested in your relationship with your existing client, and you know how he or she likes to communicate, what’s important to him or her and what makes him or her happy. So repeat clients are easier to do business with than new clients because you have already been through the learning curve.

Imagine systematically communicating with your clients to affirm their delight with your service, so that they continue purchasing and spread the word.

I loved to share strategies that deliver promised results, so here’s a step-by-step process to help you develop more repeat clients…

Step 1: Setup your contact on your Client Relationship Management system

Your CRM is a consolidated list of your existing clients, with all their contact data, all together in one place, so that you can communicate with them easily.

You can collect contact data, first name, last name, email, phone number, address, birthday, etc. and import them into your CRM using a CSV file or input them manually via a web form.

In “marketing speak” this is known as?Your List.

Step 2: Design a regular communication and content plan. There are a number of key ingredients that need to go into your communication and content plan.

Including…

1. Welcome email to set expectations
2. Fulfilment emails to identify where you are in the delivery process and to lead your client through each of the steps to fulfilment.
3. Nurture emails to continue educating your list on the services you offer
4. Feedback or survey to find out how well you delivered against your client's expectations
5. Repeat purchase or Upsell emails to remind your client to buy more of the service or the follow-on or complementary services you offer

Step 3: Create your marketing campaigns for your clients

3.1 Start with a campaign to welcome your new client to your email list.

You may wish to invite your client to connect with you on LinkedIn.

Tell your client how often you will communicate and what you will communicate and how you will communicate – there are a wide variety of media out there – phone, email, slack, Google Drive

3.2 Next is your fulfilment process

Break down your delivery process into smaller steps and create a communication strategy.

For example, if a face-to-face, phone or Zoom appointment is part of your delivery process.

You can use a combination of phone calls, emails and SMS messages to confirm and nurture your client to attend the appointment.

For example…

1. A phone call to book the appointment
2. Email to confirm the appointment
3. SMS message to remind your client about the appointment 1 hour before

I have used a similar strategy for coaching sessions, webinars, seminars and workshops, and even football matches and it works.

In my own business, I use the Digital Freelance “Onboarding” process.

3.3 Now for your Long-Term Nurture process

Again you can choose which media works best for you.

If you prefer writing a blog is good.

If you like talking to a camera use video.

Or if you prefer audio you can use a podcast.

3.4 Create survey

Once you have delivered the result you promised it’s a really good idea to send a follow-up survey to assess how satisfied your client is with your service, where you can improve and what else your client needs from you.

Your survey can be online using survey monkey or Google Forms or similar, or you can use a typed questionnaire or phone call.

3.5: Create your repeat purchase or upsell campaign

Now you can get in touch with your client to find out how else you can serve him or her.

I recommend a special offer or bonus for loyal customers.

Hope you will enjoy implementing these recommendations and achieving the results you desire.

And if you want to join us for our next webinar to discover more including case studies and practical examples, click on the link below...

https://www.dhirubhai.net/events/howtokeepyourclientscomingbackf6954822100570279936