There is nothing quite like a successful business. Orders fly into your inbox every day and you process and deliver each customers requirements as quickly as you can.
However, after that order has been delivered and payment received, do you ever send your customer any further information about your business? If you are like most Internet marketers, you don't. And when you don't follow that initial sale with additional information, you let a valuable repeat customer slip from your grasp!
Every customer that has already purchased from you once must like what you have to offer and the service you provide them. They are therefore willing and wanting to purchase from you again. But when it comes to the time to make that next important purchase, they can't find your contact information, remember where they made their original purchase or worst of all, don't realise that you sell what they are now looking for.
Your repeat business is gone, all because you didn't stay in touch!
I Send Flyer's With Every Order - What More Can I Do!
Okay, I know what you are thinking, you send out a flyer with every order, maybe you even include a money off next purchase voucher. But this is not enough! If you don't stay in contact with all your customers by sending them regular follow up messages, next time they want a product you sell, your loyal customer will take their business elsewhere.
Following up with your past customers is more than just a process you do at the time of their purchase - it's an on-going art. In order to be effective, you need to design a follow up system that will keep your business in the mind of your prospects, and stick to it. If you don't follow up with your past customers consistently, then you might as well forget about getting any repeat sales from them.
How To Follow Up First Time Customers
To get your first time customers to purchase from you again you need to follow up with each multiple times, at set intervals and with pre-written messages. Anyone that has done this for their business will confirm that their sales from past customers have doubled or even tripled. But, setting this process up properly does need some planning.
The first thing you're going to need to do is write your follow up messages. Anyone that has been marketing on the Internet for any length of time will probably already have a thank you email that is sent to satisfied customers once they've purchased from you.
This is the starting point for your follow up process. The email should be sent to your customers the day after they have taken delivery of their order. Your second email needs to go into more detail than the first about your business and the products you sell. Stress the benefits of your products and give reasons why they should purchase from you and not your competition.
Make sure you also give your satisfied customers a real reason to visit your web site again. A discount voucher against their next purchase can work well.
Whatever your incentive, it must have a sense of urgency built into it. If offering a discount voucher, then make sure it has an expiry date set a month or two into the future. You want your satisfied customer to come back and purchase from you again soon.
The timing of your second email is also important. It should be sent 2 to 3 days after your first email.
The next 3 follow up messages you send should be short lists of your most popular products with benefits and potential uses. Also include special offers, giving your prospects another reason to order now instead of waiting any longer.
Write each email so that they can be skimmed quickly but the full force of your message still comes through. Don't forget to also include a reminder of the incentive you sent them in your second email to add real power to your message.
Get Feedback From Your Customers
Phrase your next 2 messages in the form of a question and try to get your customer to respond. Ask if there are any reasons why they have not purchased from you again. Are your prices to high, do you stock what they're looking for? The feedback you get will be useful in helping you modify your follow up emails or product offerings so that other prospects will be more likely to order from you a second time. The timing of these last five follow up emails is just as important as their content. You certainly don't want to annoy your prospect! Make sure that these letters are at least a week apart.
Follow Up - An On Going Process
You've now firmly embedded your business and the products you offer into your customers mind. But you need to make sure you keep them there.
Continue sending your prospects regular email with new incentives, special offers and reasons to purchase every three to four weeks. A monthly newsletter often works well. Now and again, include a message intended to receive a response to see if they have a particular need that you can meet.
Following up effectively can seem complicated, but it doesn't have to be. The entire process can be automated by using good Email Marketing Software.
Find out what Trafficwave got for you