30 Nov Automating Messages for Your Loyal Customers (Part III)
Once customer information is adequately recorded and established within a CRM, businesses have an incredible amount of flexibility and leniency at their disposal in relating to customers. However, while some may be concerned that incorporating new technology and automation could diminish the human touch and personalization that make consumers love small businesses, automated messages through templates, tags and more tools allow for even more personalization and attention than ever before. While small businesses once faced a daunting task in emailing and messaging all their clients individually, something so challenging most businesses won’t even bother with it, automated messaging and templates allow every size of business to take an active posture in providing the best service and experience to their clients.
Optimizing For Loyalty
The individual attention enabled by automated messages is critical to following up efficiently with customers who want attention as your relationship with them grows. What’s more, by being able to track follow-ups with customers and their last visits, optimizing promotion is as easy as pie (even as easy as discounted pie). A key element of crafting customer loyalty is attentiveness to their needs, follow-ups, encouragements to visit a business or feel welcome, and targeted special offers that keep them coming back. A good CRM will capitalize on this need for personalization without getting you bogged down in details, and features like “smart tagging” can help accomplish this. Businesses are able to tag and group customers in their database however they see fit, but when they use tags to register what their customers are interested in, or even if they’re a VIP, discount promotion can have a targeted and highly efficient impact on improving sales and better relating with one’s customers.
Once you’ve decided how you’ll approach the way you message customers, creating custom templates will form the basis of your automated interactions. The power of this lies in its ability to allow business owners to start multiple conversations at once, all on the basis of similarities between or categories of customers. From there, every interaction can be recorded and evaluated by a businessperson to be sure that each conversation is not only managed properly, but also that the right opportunities are taken to book appointments and sell products that best suit clients. Small Businesspeople in particular are busy, and with their minds constantly occupied by ways to improve their businesses while also managing their lives in general, it’s critical that they take the pressure off their own memory and let technology do the work it can do better for them.
With the paper agendas or from memory, Small Businesses take up too much time trying to recall the correct information about customers, properly aggregate it, and execute phone call or email suggestions. Applying too much effort in this respect may also come off as desperate or “pushy” at times, particularly to Millennials who may not be enamoured with phone calls or voice messages. What does appeal to them, and to most people looking for passive offers, is the use of email and text messaging – low-commitment and highly suggestible platforms – and these are just the activities that can be automated through a CRM.
The automated capacities of a CRM reach beyond the ability to start multiple conversations through personalized templates, as there are small passive notifications and tools that could never be possible without it. The ability to register appointments before a service and automatically collect feedback after, while sending notifications and reminders along the way to keep track of changes and reduce no-shows are only a few of the powerful capabilities available. Throughout a customer’s entire experience, automation can make them feel even more cared for than was possible for a small business without it.
Automated customer feedback is probably the best example of how automation can enhance the personal touch of local businesses. Often when providing feedback in person, customers may not express their full opinion of a business, whether positive or negative, and give the business a sober assessment of how to put its best qualities forward to its customers or take necessary steps to improve its service. Having automated interactions makes things more personal for businesses, and gives them all the information they need to improve when they need it most. By being able to make the most out of the information clients already give you, you can turn every conversation into an opportunity for growth!