How do you generate more business? Do you focus on reaching out to new customers? Continue to build on the relationship you have with existing customers? Both? Ann Handley blogged on Duct Tape Marketing about these two fundamental ways to generate more business.
She writes:
“There are two fundamental approaches to generate more business: The first is to focus on making your existing customers insanely happy, so that they want to tell others about how much they love you; the second is to simply be a resource, or be helpful, to those who aren’t customers yet.”
She goes on to list 17 tactics to focus on when inspiring “customer love.” Here are Northcutt Media’s top five favorite tactics:
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Monitor the web and primary social channels for people talking about you or your company: Be engaging, talkative, and approachable. But do not sell. Always say thank you (if they are saying nice things). Apologize for mistakes and leave no problems unsolved.
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When someone comments on your thread, respond: Talk back. Show them you really care about them and the conversation.
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Create a mechanism to keep in touch with existing customers or clients: Call or email them every now and then, just to say hi. Saying hello goes a long way in building a relationship.
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Add a small gift and a word of mouth tool to every package you sell: People love free stuff, especially when it is unexpected.
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Be nice: Sounds obvious, right? It’s not. People refer others when they have a good experience and are treated well. Strive for that.
As a sponsor, we want you to establish direct relationships with your prospective and current customers throughout our network of discussion forums. Ann Handley hits the nail on the head with points 1 and 2 listed above. It’s likely that conversation has, is, or will go on about your business online. You should have a strategy for being an active participant in that conversation. Passivity is your enemy in the social media world.
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