Connecting with Customers

Written by: Coach Online

A list of actions to connect with customers:

  • Formal reviews.
  • Newsletters / information / tips / reminders / special offers … electronic … and follow up.
  • Social media.
  • Sourcing accurate customer feedback … e.g. Surveymonkey, NPS (net promoter score), interviews. Importance of the questions.
  • Dealing effectively with the customer feedback.
  • Sourcing customer input (c.f. customer feedback).
  • Seminars / discussion groups / webinars.
  • Building client profiles, over time, so that communication becomes refined.
  • Welcome pack to new customers and differing ‘treatments’ for each segment.
  • Customer events … e.g. BBQ’s, movies.
  • Non purpose face to face catch ups.
  • Pick up the phone.
  • Empower all staff who deal with customers (to prevent “I can’t help you”).
  • Ensure your customer feels a personal / emotional connection to your business … personalise your business.
  • Have a genuine community purpose that customers can relate to.
  • Rapid response times to emails from customers (or any other contact from them).
  • Ensure your customers can communicate with your business via mobile, easily and effectively.
  • Have an App.
  • Connect with staff to connect with customers.
  • Connect the business Why to the customer Why.
  • Contact with lost customers.
  • Data on times and triggers for when customers are most likely to leave … and preventive action for each.
  • Data on the cost of acquiring a customer.
  • Customer service focus / culture.
    • Ensure the customer can contact you via their preferred medium (phone call, text, email, face to face, website).
    • Customer not always right but always to be respected.
    • Wow factor but not losing the core of what we do.

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Accountability BAS and Bookkeeping Services provide professional bookkeeping and BAS services to businesses in most Australian states.

What our clients say about us…

“I had the pleasure of being introduced to ABBS through Jo Bacon the WA representative. The professional service.  I have received has been so essential in assisting me with my new business, I am so grateful for the expertise, professionalism and excellent customer service I have experienced.” Marion B

“Thanks to Steve Cocks from ABBS we managed to get all the books up to date and in no time, … and that took the weight off my shoulders so I could focus on developing my business and moving forward in a more organized and structured way, keeping on top of things every month which makes life much easier.”  Elisabeth G

“As an ex-bookkeeper, I’m pretty fussy about how I like things done and I’ve found Caran from ABBS to be a pleasure to work with. She’s competent and efficient and now that I have her helping me with the bookkeeping for my business, I wouldn’t be without her.”  Sandy T

    “As a sole director of a regional law firm,  I’m very conscious of the need to have the proper business support, particularly in the areas of bookkeeping and trust accounting. Since I outsourced those components of my business to ABBS, I feel as if these vital components of my business are in expert hands and I can relax knowing that it is all being done properly , efficiently and legally.  Rob’s expertise with running a business including his insight with managing employees, his ready availability for a discussion at any time on any business matter, his advice and support, have been absolutely invaluable to CastleGate Law.  In addition, Janice from ABBS looks after my trust accounting through Leap with equal efficiency and expertise – she and Rob make a great team for any law firm.  Not only do I feel like I’m sharing the considerable burden of running a law firm, but I feel like in Rob I have someone on my side as a business owner, because of his implicit understanding of business matters, his encouragement and support. For all these reasons I cannot recommend ABBS highly enough as additions to any law firm or business partner. ”  Kate R

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