Once you’ve used the powerful tools of Lifecycle Marketing to make that first sale, you have an opportunity to show customers that they matter.

In our last post on Lifecycle Marketing, we showed you ways to get prospects to pull the trigger and become customers and clients. Once they do that, though, you’re not home free. Unless you get products to customers or set up that initial consultation with clients quickly and professionally, they may not give you the continuing business you’re counting on. Total customer satisfaction depends largely on how your business performs after the sale. Never forget that your best prospect is the customer you already have.

Customers who purchase products or arrange for services on your website expect top performance, quality and efficiency. Think about the last order you placed on Amazon or another website. Once you sent it, you expected the company to fulfill its responsibility ASAP. Nothing less will do. Customers expect delivery to be fast and communications to be clear. They must get the quality product they ordered, as advertised or better.

Here are some ways you can deliver customer satisfaction that increase confidence and build long-term relationships:

• Never make customers wait. Your shopping cart system should always be up-to-date on current inventory. If a product is not immediately available, let customers know when they add it to their cart. They may order anyway, or order a different product that is in stock. Providing estimated shipping time for each available method offered often encourages shipping upgrades. Send an order confirmation by email immediately after the order is placed. Ship products quickly and email tracking information to help customers follow the shipment.
• Act fast with new clients. If a new client calls, emails or contacts you via your website form, make contact immediately. Schedule a meeting or consultation at your customer’s earliest convenience. Remember that the sale isn’t made until the customer agrees. Many customers make more than one contact for the services they need. The faster you act, the more professional you look and the better your chances are for acquiring the new client.
• Deliver more than you promise. Whenever possible, exceed expectations when your goods or services are delivered. Pack all shipments extra carefully to ensure customer satisfaction. Consider adding a discount coupon with product shipments or including a useful, branded promotional item to new clients. Everybody appreciates a bonus.
• Follow up on every sale. Use CRM software like Infusionsoft to automate a series of follow-up emails after each order or client service. Thank the customer or client for doing business with you and solicit comments, or link to a consumer survey. Direct customers to your social media venues, too, and use these follow-up emails to provide information and to feature new products or special offers.

Outstanding Customer Satisfaction Encourages Repeat Business

Making that first sale to a new customer is just the beginning of what should be a long-term relationship. A completely satisfied customer will become a repeat customer and recommend your business to others. Exceeding expectations assures you of even more business.

In our next post, we’ll show you how Lifecycle Marketing helps you upsell customers and get additional orders.