Wednesday, April 1, 2009

Using Phone In Economic Turbulence

In so many ways we reach and touch our customers but phone might be the biggest and least satisfying way a customer interacts with us.

You need to be thinking of the phone as if it is the only way you are touching your customers because quite frankly for some customers it is. What would you want your experience to be if it was you on the other end of the line trying (sad way to have to express it) to buy form your company. Would you, could you greet them in a personalized way? Would you make them feel like they are your favorite customer? Would you give them special phone deals and rewards for loyalty?A well designed phone touch plan is as essential as a well thought out f2f plan. The first step is to understand why customers call you. Once you understand that, you need to know the common questions and request you are getting so that can be taken care of easily and professionally.With today’s CRM tools you can personalize the caller experience by instantly recognizing the caller’s phone number, their name, etc. If you are able to put in place an IVR (Interactive voice response) system interacting with your CRM system you can instaintious caller recognition. Today there are systems out there that allow you to integrate both CRM and IVR together in one seamless flow, of perhaps your CRP provider would be willing to write the software. (Might make their program more marketable and be well worth their while. By integrating your phone system with your CRM system and putting in place proven marketing strategies, you can keep your customers coming back time and time again.

Larson note: I eat pizza. I usually eat pizza weekly. Not only that but usually from the same place. Not only does this place know me, they know me by first name, they know me by last name, they know me by telephone number and they even miss me if I skip a week. Once my wife ordered and picked up the pizza and they asked her if I was ok and feeling well? Talk about knowing your customer. Do I feel special?

Howard LarsonLarson & Associates
Target Marketing & Telesales Professionals for new account acquisitionMaking good businesses great and great businesses even better847-991-0488

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