Congratulations! After a lot of hard work, you and your team have acquired another new customer! But don’t kick back and put your feet up just yet – you’re only getting started. Having loyal, efficient and happy customers requires a lot of effort on your part. You will need to ensure that you make it a top priority to be there for them when problems or questions arise, which will become all the more frequent as your company grows. This is definitely not something to fret about – in fact, this is great news! Making your customers happy is extremely rewarding and will make both you and your customers feel great. Here’s our approach that we use here at Uberflip in order to ensure that our customers love us:
Be Approachable and Available
Unfortunately, it has become all too common to sign up for a service and then be forgotten. The worst thing you can do to your customers is lock them into your service and leave them feeling stranded due to inadequate support. No one likes having their questions answered in the form of canned responses that very loosely apply to a specific question; however, there is some good in all of this. Excellent customer service can often be what sets you apart from your competition.
Let your new customer know that you are a real person and that you are there for them along their journey using your product. Have your support team’s contact information readily available in case it’s needed. Be prepared for your customers however they prefer to communicate whether by phone, email, message forum or live chat.
If you want to go one step further, be proactive by reaching out to your customers before they even need your help. Send a welcome email to new customers introducing yourself and letting them know how to contact you. Let them know right from the start that there’s a great team of people that can’t wait to speak with them!
It’s great that people are using your product but if they’re not using it well then that can be bad for both you and your customers. For us, having great-looking Flipbooks with lots of enhancements makes our customers really happy and also makes our service look great to potential new customers.
This is why it’s critical to arm your customers with all the tools they’ll need to excel with your service. To ensure that our customers are well-informed, we frequently release whitepapers, infographics and our monthly newsletter Going Digital. As for our software, we are constantly updating our knowledge base with articles and videos that provide step-by-step instructions on how to utilize the many great features that we are continuously implementing.
Often times, customers may need your help without even realizing it. A customer may have signed up to use your product for one specific purpose, unaware of the many other great features that are available to them. For instance, let’s say a customer signed up for Uberflip in order to easily share a brochure online. It’s great that we are able to provide this service, however we also have enhancements such as embedded Flickr slideshows and YouTube/Vimeo videos that would really make the brochure come to life. This is why I personally reach out to every new customer and offer to guide them through a personalized tour of our application over the phone and with a screen share.
Set It But DON’T Forget It!
Acquiring a new customer is the beginning of a new relationship. Like any relationship, it requires time, attention and nurturing in order to be successful. When you get married, you don’t have a ceremony and then forget about your partner — in fact, this is where the real work begins. Making your customers happy is possibly the most important part of your business. Once you’ve made a customer happy, you’ve earned a loyal brand ambassador that will do wonders for your business. But it’s not all about increasing your bottom line: It doesn’t hurt to be nice and helpful just for the sake of being nice and helpful!