The sale or ‘closed deal’ of a new customer is only part of the process in the bigger picture of your relationship with your client. It is important to re-engage the customers that you have, not only to provide them with continual support but to improve your company and/or brand by making the proper adjustments from customer feedback and securing their confidence about their investment.
Re-engagement should be a natural and organic process in a transparent and client driven company. Knowing how your customers feel about your product or service is essential in maintaining a sustainable brand. Engaging could be as simple as a check-in call to your customer, to see how they’re getting along with your product and if they have any questions. However, re-engagement should not be limited to a simple call and sometimes may require a more detailed approach. If you find one of your customers are not hitting as many marks with your product/service as they used to, or as well as other customer, then re-engage by offering more in-depth support.
Ask questions that delve into the root of your relationship - it may sound similar to the conversation you had when they were a prospect or new customer.
How many new contacts have you added to your Rolodex since starting our service?
Where did you get the new contacts and can you get more from that source?
Have you followed up with any of your audience members on what is working for them and what could be improved?
Let’s think of some ways to reach out to and engage in an untapped market.
Generating ideas and starting the communication is 80% of re-engaging; the purpose is to make sure you are providing the service AND support that your customer needs.
Regardless of the reasons your company may have to re-engage with customers, every company needs to. In recent years, real people have been replaced by automated messages and the task of finding a number to call (especially for internet platforms that are free to use) can be daunting. Be the first to reach out to your customers and stand out as a brand that continues to support customers after the deal is inked and the money collected. It's about providing the best - so your customer can make the best of your product.