Are You Ready to WOW Your Customers in 2014?

Listen: Whether in traffic or the conference room, there’s nothing more annoying than someone cutting you off. So stop and listen to your customers. Show them you care about their concerns by taking quick action to their requests and issues.

Show You Care: Business is getting personal. With the advent of social media, teleworking and a number of other factors, personal life bleeds into the office frequently. Be empathetic, offering congratulations and condolences when appropriate.

Ask for Feedback: It’s easy to misunderstand what your customers are trying to achieve. They might not even be able to accurately articulate their end goal without guiding questions. Once you get the feedback, make sure you enter it into your CRM so you can refer back to those records later.

Make Customers Aware of Upcoming Renewals: You’re busy, and so are your customers. If you’re tracking service renewal dates, remind customers of impending expirations, and the need to renew if they don’t want to experience a gap in coverage. We suggest reaching out at 60 to 90 days before, 30 days before, the week before and the day before their service is set to expire. Make no mistake; this isn’t just a sales tactic. Customers truly do appreciate someone watching out for their best interests.  

Provide Helpful Technology Tips: Technology moves faster than most can keep up with, but as a technology service professional, you’re apprised of many new trends; use this to your advantage, and share it with your customers. It will position you as the expert, and educate them on emerging opportunities and threats. Thought leadership ideas and helpful tips can be disseminated in a number of ways—e-newsletters, e-mail signatures, blogs, prerecorded messages and so many other vehicles.