Word of Mouth Marketing Tools (Part Five)
Database Almost every business should have in place a structured, organised, systematic and easy to use customer database.
Define clearly what information you need to record from your customers. Gather accurate customer data, capture it consistently and update it at least weekly. Then put in place a systematic contact strategy with your customers. This will vary from business to business but, as a rule of thumb, 'A' customers should be contacted at least 6 to 11 times per year, 'B' customers at least quarterly and 'C' customers a minimum of twice per year.
In some types of businesses it can be tempting to rely purely on email as your means of keeping in touch. Set aside time to visit, in particular, 'A' clients or invite them to events. Make a point of phoning all your key clients on a regular basis.
Say Thank You "Thank you", two of the most powerful words in the English language. Rather like "I love you" many of us think them a lot and don't say them enough. We should be telling the people we care about most how much we love them, every day. And that includes our customers!
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