It doesn't end with a 'launch'
Christmas 2010, a unique year for me and my spending habits. The year I challenged myself to make a change, to try a little less stomping around the malls getting fustrated and venture into the world of online shopping. What a pleasant surprise, not only was the actual buying process so much easier and carefree, the follow up was amazing and this is where my blog begins.
So often, the shopping experience has become void of commitment, understanding and respect. We buy something, often greeted with little more than a smirk and off we go. However, online shopping has allowed the partnership to continue long after the purchase is complete. Follow up emails post purchase, just checking "that products were received in good order and as promised", regular contact with new exciting products (of course all pre selected based on my previous purchase), all seduce me back for more.
This manner in which you manage your relationships with a customer after the fact is relevant in all industries and must be considered as a vital part in the client lifecycle in any business, if managed successfully the client will reward you with their loyalty and continued business.
Here are some ideas for keeping in touch with your clients
- A card or a personal email on their birthday
- A wee note to thank them for their service
- Include a small bag of lollies with an order
- Make a short followup call on the completion of a job to ensure the products / service they received was the right fit
- Keep in touch with regular emails about the latest personal news in your business (not just a "flyer" or "brochure" with the latest products
- Include information about your clients business in your own blogs or emails (offering a touch of free advertising)
Don't be scared to try something different in your business, customers love pleasant surprises and often it's the small things about your business which will be remembered.
A recently example for Firebrand where service was acknowledged by a client. This was in the form of a testimonial, acknowledging the added value appraoch we take with all our clients. Have a read of an abridged version and feel free to post comments....we like feedback!
".... Elaine McCarthy and Tom Barnett were our main points of contact at Firebrand; both were professional, positive and enthusiastic from the beginning of the project through to its completion. They collectively harnessed their creative energies and came up with some stunning concepts for us to consider, many of which are now evident on the completed site http://maori.otago.ac.nz/home
...I would have no hesitation in recommending the Firebrand team for web design or development work, especially at the University of Otago. From my perspective, they are a dynamic team who have the experience, expertise and exceptional people-skills to deliver what clients want (before even knowing what this looks like!) in a professional, fervent and timely manner".
E kore e taea e te whenu kotahi ki te raranga i te whāriki kia mōhio tātou ki ā tātou. Mā te mahi tahi ō ngā whenu, mā te mahi tahi ō ngā kairaranga, ka oti tēnei whāriki.
A strand of flax is nothing in itself but woven together is strong and enduring. Collective efforts often result in more meaningful and sustainable outcomes.
Darryn Russell
Director, Māori Development
University Research Champion
Latest site launch for the University of Otago. Forumation and Delivery of Bioctives is the team responsible for ensuring our medication offers maximum benefits with minimal side effects, we think they are one of the many local hero down on campus.
Definitely worth having a quite read and if you're really intersted, stay tuned in early 2011 for some exciting development on their site.
Ready, Waiting......... for 2011
Happy New Year
Firebrand can't wait to get back on board and deliver break new ground and set new benchmark results in 2011.
