Prompt Responses to Customer Engagement

- May 23, 2012

Action Wednesday/Process

Hello there, I’m Jim Glover, That Branding Guy, for Once a Day Marketing.  It’s Action Wednesday.  So how’s that branding and marketing going?  I hope you’re out there every day doing making the effort because in time it’s really going to pay off for your business.

Today we’re going to talk about how to improve your brand and profits by quickly responding to customer needs.  I’m sure you’re not this kind of person but there are many people in organizations out there who really work hard developing their businesses to get more customers and then they fail to reaction in a timely fashion when customers make inquiries.  It’s important to your brand, your customer relationship, and also to eventual sales, that you follow up with customers and make that favorable impression.

Let’s take a look at some of these engagement opportunities.  When your customers come into your store, are you immediately recognizing them and saying hello?  How about you office space?  People love to be recognized and even if there’s a delay they just want to know that you noticed them.

How about the phone?  When the phone rings do you make the effort to answer it immediately?  If they leave a voice message how quickly do you return the call?  A fellow consultant of mine makes it his mission to call back his customers within one hour no matter where he is in the world.

How about email replies?  When customers email you are you getting back to them quickly with the answer to whatever their question might be?  How about social media interaction?  You’re creating a social media environment using Facebook, LinkedIn and Twitter.  What happens when they respond?  Are you responding back in a timely fashion?

How about something as simple as a business proposal?  You go into a meeting, present your services, and the prospect likes your offering and requests a proposal.  Are you getting back to them quickly with that proposal because they’re in the mode to buy.

And then delivering a product when ordered?  Your customer wants it and paid for it.  Are you shipping ASAP?

Getting back to your customers promptly really shows that you care about them.  It also creates a favorable experience which enhances the brand in their minds.

So your action item today is to look around your company and make sure you are responding quickly to all the touch points with your customers.

That concludes us Action Wednesday.  Be sure to join us tomorrow for Recon Thursday.  To discuss an online or face to face service engagement and enhance the marketing and branding for your organization, contact James Glover: (505) 501-1330 or  I’m Jim Glover, That Branding Guy, for Once a Day Marketing and we’ll see you next time.