Sales – It’s not all about prospecting

How often are you able to have the time to speak with your existing customers? For some companies the number of customers makes this very manageable, and for others, less so.
Ideally, we do need to take the time to regularly and actively seek feedback from our existing clients.

If you have ever measured the cost of new customer acquisition, you will know that retaining your existing clients is far less costly and therefore of huge value. In a 2017 report Microsoft said that 77% of consumers see brands more favourably if they actively use surveys and accept customer feedback.

There are many ways to generate opportunities for customers to give feedback –
⦁ Ask for testimonials
⦁ Have a regular online review meeting
⦁ Regularly meet for lunch or coffee, which is a great way to further cement your relationship
⦁ Email surveys can be best used for very large numbers of customers such as for consumers
⦁ Telephone surveys are helpful if you want to combine feedback with nurturing customers and identifying opportunities and threats

It can be helpful if the survey comes from a partner or is slightly removed from an Account Manager for example, so that very honest feedback can be given.

The bottom line is we all like to be heard, feel valued, and have the opportunity to say what is and isn’t working for us. A customer survey gives you the chance to right the wrongs, get ideas and know what’s working.

If we can help at all with your sales activities, we love talking to prospects, lapsed and existing customers for our clients; please get in touch on 0121 347 6601.