HOW TO STAY CONNECTED TO MY Existing Customers - Rogers Communications

HOW TO STAY CONNECTED TO MYExisting CustomersKnow How Guide to Staying Connected to Your CustomersTEAMCONNECTACCESSACCACCCESSREADYDDYFASTF STFANEW CONNECTSPEEDSMAR T TEAMNEWSHARHA EHARaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACEPEACA E OF MINDACRELIABLEFASTRELIABLEFAF STFASSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERSKnow How Guide to Staying Connected to Your Customers . 01Staying Connected to Your Customers: 10 Useful Tips . 011. Make sure your website has useful support tools and contactlinks that go directly to you or a trusted team member . 012. Get a 1-800 number and give out your cell number to important customers . 023. List your site digitally . 024. Follow and engage with customers via social media . 035. Follow keywords about your brand and engage with disgruntled customers . 036. Follow-up regularly. Make them useful, not just seasonal . 047. Email useful newsletters to your customers, but don’t make them all about you (and your business) . 048. Try sending SMS alerts with reminders and sales . 059. Consider investing in a CRM tool . 0510. Send a handwritten note . 06Putting It All Together . 06About Rogers . 06 Rogers & Design, Rogers One Number and Rogers Live Agent are trademarks of or used under license from Rogers Communications 2013TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS1 Table of Contents »Running your business takes a lot of hard work. From juggling day-to-day operations, tomanaging your team, suppliers and cash flow, it can become all too easy to neglect yourcustomers. But customer engagement should be the cornerstone of your business, and you needto be the champion of consumer relations.STAYING CONNECTED TO YOUR CUSTOMERS:10 USEFUL TIPSAt the end of the day, staying connected to your customers is probably the most important thing you can do as a businessowner. And it’s not as hard as you think. This Rogers Know How Guide provides 10 useful, easy to adopt tips to make sureyou’re always staying connected to your customers.1.MAKE SURE YOUR WEBSITE HAS USEFULSUPPORT TOOLS AND CONTACT LINKSTHAT GO DIRECTLY TO YOU OR A TRUSTEDTEAM MEMBER.Customer support is extremely important for building lasting relationshipswith customers, so make sure your website provides it. Place multiple contactlinks on your website and make sure that contact-us forms are easy tounderstand and use.You also want to make sure that forms, calls and inquiries are beingCustomer supportis extremelyimportant forbuilding lastingrelationshipswith customers,so make sureyour websiteprovides it.forwarded to an email account or phone number that’s constantly beingmonitored. You might even want to consider sending online inquiriesdirectly to your mobile device and personal email address, to ensure thatyour customers are getting fast, reliable service.TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS2.2 Table of Contents »GET A 1-800 NUMBER AND GIVE OUT YOURCELL NUMBER TO IMPORTANT CUSTOMERS.This isn’t as scary as you think. It doesn’t mean you’ll be getting emergencycalls in the middle of the night, but rather that your customers know howimportant they are to you. The best part is that new technology makeshandling phone calls a breeze.Rogers One Number is a service that helps Rogers business customersextend their wireless number to other devices, making it easier to managecommunications and be available for important calls. With Rogers OneNumber service, you can easily change the settings for rerouting selectedcalls from your computer, compatible tablets or smartphones, so that callsto your wireless number can reroute to another team member, if you’retemporarily unavailable.Also, consider adding a roaming plan for when you or a team membertravels. Roaming offers like Roaming Data Passes and Travel Packs will ensurethat you can stay connected to customers from anywhere, without incurringany unexpected charges.3.LIST YOUR SITE DIGITALLY.Whether you have the most loyal customers or are trying to attract newones, it’s important to make sure that they can easily find your website.Online directories, like Yelp and YellowPages , can help promote yourbusiness and services to local audiences. Listing your business on externalWhether youhave the mostloyal customersor are trying toattract new ones,it’s important tomake sure thatthey can easily findyour website.websites will also help it appear higher in search engine results,so it’s easier for customers to find you online.Do some online research and look for local and niche sites that profilebusinesses like yours, and search for your competition to see wherethey’re listed.Tools like OutRank from Rogers can also help increase your onlinepresence, by improving your website and helping you get top results insearch engines.TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS4.FOLLOW AND ENGAGE WITH CUSTOMERSVIA SOCIAL MEDIA.Social media is a great way to stay connected with your customers.You can also learn a lot about them and keep them engaged with yourbrand and business.When using social media, remember that your strategy should not justpromote your products and services. Rather, it should help you engage withcustomers and prospects, build your brand, and distinguish your business asan expert in its field. Make sure you re-tweet, like and share your customers’information and posts, in addition to your own updates. In return, they maypromote your messages to their networks.Smartphones and tablets make it easier than ever to stay connected toall your social media platforms. Look for mobile applications that let youcombine different social media platforms, so you can track Facebook,3 Table of Contents »When using socialmedia, rememberthat your strategyshould not justpromote yourproducts and services.Rather, it shouldhelp you engagewith customers andprospects, buildyour brand, anddistinguish yourbusiness as anexpert in its field.LinkedIn, Twitter, Google and other social services all in one place.5.FOLLOW KEYWORDS ABOUT YOUR BRANDAND ENGAGE WITH DISGRUNTLED CUSTOMERS.There are a number of ways to follow your brand and industry on theinternet. Google and social media platforms are a great place to start.Create alerts in Google for your company name and keywords relating toyour business or industry, so that updates and news are sent right to yourinbox. Also, monitor social networking sites for conversations about yourindustry and engage with customers if you see any complaints or questionsyou can help with.TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS6.4 Table of Contents »FOLLOW-UP REGULARLY. MAKE THEM USEFUL,NOT JUST SEASONAL.Most business owners know this one, but it’s easy to forget. We rememberthe holiday greeting cards, but then forget to keep the contact regular.Many larger organizations build contact strategies to monitor how oftenthey communicate with customers, but businesses of all sizes can easilydevelop these plans. Try creating an editorial calendar and map out thetype of communications that may be timely to your customers or industry.Then put reminders in your calendar so you don’t forget to stay in touch!7.EMAIL USEFUL NEWSLETTERS TO YOURCUSTOMERS, BUT DON’T MAKE THEM ALLABOUT YOU (AND YOUR BUSINESS).Newsletters are a cheap and easy way to regularly stay in touch and shouldbecome part of your contact strategy.Remember to send useful information in your customer-facing newsletters,rather than just trying to sell products or services. The most effectivenewsletters provide useful information relating to your industry,without promoting offers.For example, a plumber might want to send a few tips about getting yourhome ready for winter and reminding customers to turn off external facetsand hoses before the temperatures drop. This is the type of informationthat customers can use and will keep your business top of mind for whencustomers do need your services.TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS8.TRY SENDING SMS ALERTS WITHREMINDERS AND SALES.SMS, also known as text messages, are a great way to stay in touchwith customers. Texts are an effective tool because they deliver yourcustomers’ undivided attention. They are also instant and have extremelyhigh open-rates.If your business makes customer appointments, considering sending out SMSreminders a day or two before appointments. Studies show that these typesof alerts can dramatically reduce no-show rates, and customers appreciate5 Table of Contents »Texts are aneffective toolbecause they deliveryour customers’undivided attention.They are alsoinstant and haveextremely highopen-rates.the personal service. You can also try sending limited-time coupons forproducts or services, but make sure your texts are useful or informative sothey don’t come off as spam.Unlimited text-messaging plans are very affordable, and often included inwireless business plans. Better yet, they’re very easy to use and they don’tcost your customers anything to receive.9.CONSIDER INVESTING IN A CRM TOOL.Customer relationship management (CRM) tools have a bad reputationfor being difficult to use and implement, and for being overly technical.While some programs are easier to use than others, CRM systems can actuallymake it much easier to stay in touch with customers, with little orno technical expertise.Most CRM tools allow you to plan communications with customers and trackpast interactions. They also let you create lists with personal information likebirthdays, children’s names and service preferences, so you can connect withcustomers on a more personal level. Finally, many CRM tools have a mobileapp that you can download on your smartphone or tablet, so you can stayconnected to customers from anywhere.TEAMCONNECTACCESSREADYFASTNEW CONNECTSPEEDSMAR T TEAMNEWaccessRELIABLESHAREM SPEEDON SECURE SMAR TIND TOOLSNEXT SOLUTIONTOOLS SECURENEXTPEACE OF MINDRELIABLEFASTSURF