Customers for Life time
The headline above sounds so sweet to a Business Owners Ears, isn’t it? Just Imagine if that could happen in reality? If customers were to Buy from you only and not from your competitors for life time! and then If those customers were to recommend other
customers to you for more business.
And, if All your customers keep praising you and your Business via Word-of-mouth again and again generating referral enquiries Reducing your Marketing cost drastically, that will be a dream come true!! Isn’t it?
The Secret to make it Possible
The age old Secret principle for making this possible is actually not a secret at all, However, with our pre occupation with our Business, Reduced profits, Increased expenses and scarcity of Good Marketing people in our organization, we have long forgotten the “Secret Principle of Customers for Life time”
“Secret Principle of Customers for Life time”
It’s common sense and general knowledge that “ If You give Excellent Service / product for the money you charge, you will have a Satisfied Customer.” Good for you, the customer expected it in exchange for his Money. However, a satisfied customer may or may not refer other people to you. He may or may not come back to you.
The principle of “Customers for Life Time” says that
“If You Do more than Paid for, Do more than Expected and Do more than the general Norm of your Industry” Your Customers will be more than Satisfied. If You Delight and WOW your customers by doing beyond the expected Norms by GIVING MUCH MORE than Paid for, in an unexpected way, He / she will be happy enough to “TALK” about it to others, spread the word and refer Other people to you for Business” They will
endorse you and will Keep doing Business with you as long you keep doing the GIVING More (it’s an Attitude)... maybe for a life time.-Jayant Hudar
Now that it’s no more a secret
Corollary to the above SECRET.
“If, after having experienced your kind of GIVING Service, ( in a remote chance ) if the
customer goes to your competitor, he will be greatly disappointed there because, Your competitor would not do as much you are doing, and the Customer will eventually come back to you because he is Getting much more from you than from anybody else.”
In the book “ How to win customers & keep them for life” by Michael LeBoeuf Ph.D , the Author says “ Reward Customers and you’ll create and keep them” fail to reward customers and you are out of Business” That’s the greatest Business secret in the world. So simple and obviously common sense and yet so ignored.
Every Company’s Greatest Asset
A Company’s greatest assets are its “Customers” and the “Customer DATABASE” .
Nothing is more important than that. Because without the customers, you have neither a business, nor a company.People like to do business with people they like & trust and if that person is their friend, then, most times, Price is of no Consequence. You know this, because you have yourself done it sometime in your life.
“People Do Business with a Friend who they trust,with whom they feel good about”
People spend money when and where they feel good about. And if you GIVE more than the paid price, more than expected, You will TRIGGER a viral “WORD -OF-MOUTH” situation, where the Customer will talk about it to others. The customer himself will feel good about it. It makes him feel special as if he has got a GOOD deal. You would have given him / her reason to TALK about it. The More you do it, MORE people will talk and tell about it to others. And in the process you will get Referral customers , Lots of them
Mistake Most Business Owners make today.
If you ask a Businessman, how do you get your customers?Or from where do you get? The common answer we get is “We have been in business here for So many years, People know us, and we get referrals”. Nothing wrong in that, It’s good that they are doing a good job and that’s why people do refer. But then, they are NOT in CONTROL of the referral process what we call PASSIVE referral. Passive because, the customers may not talk about it much, and there is no TRIGGER involved, nor is the customer so delighted to go out of way to refer any of their friends to you actively. And they depend on only these passive referral customers. Many don’t do any other marketing activity at all, which is a BIG Mistake! This way you will never make enough profits in your business and reach the Maximum earning potential of any Business possible.Compare that to an ACTIVE referral system, which almost FORCES a customer toTALK about you and your Services, where You Delight the customer so much so that the customer has TOP of MIND RECALL for you, on a Consistent basis, even if the Customer does not buy from you on a regular basis. The PASSIVE way is like
“whenever, if, it Happens” whereas the ACTIVE Trigger method will systematically make people talk about you to others.
The BIG QUESTION “How to Get referrals ACTIVELY? ”
Then the next question which comes to your mind is “How can I Do it” what should you do to get this ACTIVE referral thing started? And trigger the WORD-of-Mouth referrals?Again “ By DOING and GIVING more than Expected and Doing it Continuously, Systematically, again and again non-stop”
Let me Illustrate with an Example of your Family Doctor here…
How many times have you got a Courtesy call from Your Family Doctor about your health? To find out if you were doing ok? Did you ever get an email or a Health related newsletter from the Doctor, which specifically covers about Your disease or health issue or your Childs health. Maybe an email or a SMS about What to eat or what exercise will help?Did your family doctor ever wish you Happy Birthday? Or Merry Christmas , or New Year? Well, you will be pleasantly surprised if Your Doctor does the above.Now Just Imagine if The Doctor does send you a Special Branded personalizedNewsletter every 15 days, which has Information about Your Family Health issues ,covering what to eat, what exercise to do. Which as per the weather, gives you tips on Food, precautions, Home remedies and solutions. Would you be Delighted? What if every month the Doctor even sends you a FREE ebook on various subjects. So you will feel that the Doctor wants you to be healthy and not FALL SICK. It also shows he cares for you.Would it be too much expect? YES, it will be out of this world to actually experience this, because, None of the doctors today do it.!! If your Family Doctor does it, You will be WOWed.You will talk about it to your friends. You will definitely REFER & Prefer him over other doctors.
The Doctor would have been in touch with you at least 24 times by a Newsletter, may be 12 times by SMS, wishing you Good health and Birthday and on special occasions. Very specifically personalized messages ( not just Bulk sms). And with free Ebooks every month or so.Just see what happens now, You may or may not visit the doctor for the full year, however the Doctor has been in constant touch with you using Email , SMS,Newsletters, Free Gift Ebooks. And maybe a personal call from his office.However the Point is this. Would you like your doctor also to do this for you? Maybe yes.The doctor does not have time to do all this, However He would have a system in place to do all this. The Marketing will happen indirectly, NON -STOP . I will explain how you can do that in a little while. Keep reading.
The Marketing will Happen Automatically
Similarly, Assume if Your Chartered accountant (CA) (who normally only files your tax returns at the year end, and nothing else) if He starts sending you a Nice Business growth newsletter, with some Good videos and lessons in Business Growth, Information about how you can reduce your tax liability, How you can grow your wealth on a n On-going basis, instead of only making adjustments in your income shown. What if the CA, wishes you on Birthdays and special occasions With special Personalized messages with your name in it ( No BULK sms)? And he very regularly sends you some Good Books about your Business, marketing and wealth creation, will that change your perception about the CA? Will you recommend him to others?I think you would. He would have shown you that he cares about you very
sytematically.
I am sure you have got the Point.
Doing more than what everybody does, Reward the Customers
These examples could apply to anybody and everybody in Business, Be it an Insurance agent, A teacher, a Shop owner, a Restaurant, a Jewelers shop , coaching institute or personal coach, Gym owner, a Business Advisor or just about any Business on earth which has a customer base.
And YOU can also do the same for your Customers so that it delights them, trigger a word-of-mouth referral for your Business.
How can I apply this to my business ?
You can now segregate your customer database into Past customers, Present customers and potential customers or Enquiries. You can plan Marketing messages for all different segments.
For Past Customers, You may send periodic ( monthly ) renewal option, discount offers, One time offers, New Upgrades or service or product, competitive analysis, case studies using an Email Newsletter or a printed Direct mailer. You could also send SMS with offers.For potential customers, You could do something similar but with a difference. And not to forget the existing customers, You can send Welcome note, special Upgrades, referral programs , reward for referrals, complimentary product sales and so forth.You can devise similar marketing messages for Your other contacts like Friends,relatives, Business associates, vendors and just about any segmentation you want. You can even set a special list of people as VIP or VVIP. You can plan a extra special campaign for these with real Gifts, telephone calls and Personal Visits.
The Combinations and applications are endless.
Imagine these Hundreds of specific Messages planned in advance, ready to go onspecific days depending on the Customer Segment . You may segment your contacts and customers into 5-6 or even 20 categories. You contact them and keep in touch with VALUE ADDED , personalized and customized marketing messages.The idea here is not only to send Reminders and Marketing Messages, The Chief aim is to give the customer the Experience of being cared for, Giving him additional Bonus information, remembering him on all special occasions of the year and contacting him using various media of Phone, Email, SMS, Newsletters, Video’s and Gifts in special cases.
Word of Mouth - or referral Marketing is the cheapest form of Advertising
It is comparatively much easier to sell to a referral prospect than to a normal Walk in prospect. The referred person has come to you because his friend has already endorsed you and your business. He is normally already SOLD on you.Now, unless you Screw up the sale, the customer will mostly buy from you.
Methods of Communication with customers
We will use all possible media to keep in constant contact with customers. In India, Most people have a Mobile phone, 60- 70 % of people will have a Email address and the number of people using the internet is growing.
Media Used:
1. Telephone call or Voice SMS
2. SMS message
3. Email message
4. Newsletters by email
5. Direct mailers by Post.
6. Personal Visit or Gift by Post
3 Things required for this SYSTEM to work
For making this kind of SYSTEM of ACTIVE REFERRALS to work well for you, you will need these 3 things in place.
>Your Customer Database Marketing & Informative Message Content
>SYSTEM to do the activity Non-stop.
Our system will do the activities in BACKGROUND. The constant Contact with customers using all Media like Phone, Email, SMS, Newsletter , printed direct mail and E-books-gifts.And like most Business owners if you don’t have the Mailing address, emails, Birthdates of your customers, we will help you to do that. We can also call your customers on your behalf, collect the data which you don’t have and Put it in a usable format.
How do we start this service for you?
Get in touch with us and we will guide you from the beginning , starting with the following.
1. Database of customers is required :
If you have it already in MS Excel format or on computer, well and good. If you can collect and update the data and give it to us, fine. If not, we also offer services to call on your behalf, collect data and update details like Correct Phone No.s, Email address and at times, you can get the Birthdates, anniversary dates, Kid’s names, Business or service industry, Hobbies and Interests and other details.
2. Marketing Message ( or simply Informative Messages) :
You select the messages (ready made from us) or Give us the messages. You select the media (Phone, email, SMS or print)You select the timings / dates.You can have different reminder message for a different segment or category of contacts on your Database. You can contact your database anywhere from everyday to Monthly or yearly.You can decide any special Gifts in form of E-books or physical gifts for VIP customers, which we can deliver for you.The WOW factor system: We will work on your behalf to send these amazing messages, on a timely basis to your Database of customers and contacts. The messages will be highly personalized, meaning they will have the Person’s Name on it. (It won’t be mass mail) . Your messages will be Individual, specific date and time wise and customized.
Every Newsletter - With Personalized & Unique Content
In fact, we have a Special offering of newsletters in which, every Customer contact in your database will get Individual Newsletter content, especially for him only. So if you have 500 Contacts in various categories ( friends / relatives/ Business) , everybody will get a Different Newsletter content, specific to that contact ( Interest, industry, Hobbies etc) This Facility is not available anywhere in the world.That’s it. Our team will form your NON-STOP marketing system. You set it once and forget. We will do everything as planned for you. Infact , you will get a reminder in advance (if you want) of all activities to be done in next one hour/ week/ month.If you are thinking that You can also do this without our help, think again. For even if you try doing it, you will miserably fail.
5 Top reasons , why You CAN’T do it on your own
1. Time: You don’t have time to completely setup and execute such a complex system.
2. A full time Sincere person or team will be required to do it.
3. Your staff will take leave, will have holidays and may leave you. Your activity will stop in between. Also Training the staff to do this is a BIG task.
4. Expensive: The Amount of money you will pay for salaries, Software,execution will be at least 5 to 10 times more expensive if you do it.
5. Content : You Don’t have the Content of Emails, SMS, Newsletter articles in various categories ready to send.Other than that, you will need space in your office to do it. You will need a PC, Internet connection and telephone to make calls, send emails, send sms.The Maximum you can do on your own is to send BULK SMS on new year and occasions.They will not be personal with individual names, what about marketing messages?What about customized messages? Who will keep track of multiple dates?If it was so easy, you would have already done it by now. And the reason, why its not being done in such a Systematic way is that it far more complex and Complicated than thought of. For example, You may have only 200 customers, however, if you categorize them, and have various message timings, on an average, around 5000 to 6000 messages, emails, SMS will be sent from you on a yearly basis. All on different dates and times. You can’t do it unless a special team only does this for you.
Advantages with us at “MICRO-BPO”
1. You pay Less to get the System Implemented: it’s much cheaper, almost 80-90% cheaper if we do it for you.
2. Your dependency on your staff is ZERO, our system will work for you. be it a Telephone call follow-up, Email sending, reminder SMS or direct mailer posting. Everything will be done for you on specified dates.
3. Content: we have a huge library of ready to use messages, letters, reminders, wishes you can use And we will update it regularly. You can also add your own messages. We have a collection of Valuable EBooks to give away as gift.
4. You can update and add contacts and customers as you want. It’s scalable.You can keep adding groups and categories. Plus you can ask us to send urgent messages whenever you want, so its programmable and changeable.
5. You don’t have any infrastructure cost, no staff payments and office space required. You have a marketing operations of a BIG corporation without a single staff and at 1/5th or 1/10th the cost.
6. All your data is safe and secure with us. Available for you, when you want.
If you want to avail this Amazing service for your Business and for your Clients, call us today.
Ok, let me tell you in advance. Putting this whole system in place requires a little bit of initial time and your co-operation. You will have to segregate your customers and contacts in various categories and also select from 100’s of options the specific messages you want to send them. Don’t worry, we have already got ready options in each category to make it interesting and simple for you. You just TICK mark the message and that’s it, the rest of all things will be done by us.Watch your customers calling you for appreciating your work and giving you referrals. Enjoy the NON stop business and increased profits coming from your existing Business.Call us before your competitors start the service for your Customers !!
To get a FREE TRIAL of our service
Visit us at: www.micro-bpo.com
or
Write us a Email on microtech.master@gmail.com
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Ping us on- http://www.facebook.com/MasterMicrotech?ref=hl
MASTER MICROTECH
Authorized Micro-BPO Service Provider
Address
Shop No.3,Saikrupa,
Plot No.7, Sector No.1, Near Billabong
School, Shree Nagar, Wagle Estate, Thane (W)-400604
Contact: +91 9833 030 938
