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| Each topic (focus) represents actionable items (solutions) that you can implement to improve customer and employee loyalty. Contact us for information on products that can be used to support your retention programs. |
Focus |
Goal |
| Communication |
Regular customer communication lays the foundation for a sucessful retention program. Keep your name front and center with promotional items, online interaction, and follow up after the sale. Each positive experience can lead to word of mouth referrals and repeat business when customers need additional products and services. |
Customer Solutions |
Employee Solutions |
| Lightweight, flat and inexpensive, custom printed items like magnets, cards, and stickers fit well in #10 envelopes and can be easily included in direct mail pieces. Convey your business name, social media information, and contact information with custom printed items. |
Custom printed table tents, magnets, posters, cards, signs and stickers make excellent visual cues, job references and training aids for employees. These items make perfect leave behinds for sales calls. |
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Focus |
Goal |
Enhanced Customer Service |
The customer experience is composed of all the little things you do on a daily basis. These service related items distinguish you from your competition and can go a long way to achieving customer loyalty. Two groups that are crucial in building and maintaing customer loyalty are your front line employees, your sales force and support agents.
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Customer Solutions |
Employee Solutions |
What happens when customers have issues? Even in the best companies, customers experience lost orders, have computer glitches, receive marginal or (heaven forbid) bad service, and faulty products. What's your policy and how are your front line employees handling issues?
Milestones like birthdays, anniversaries and holiday observances present prime opportunities to connect with customers and show your appreciation. A simple card program could provide a boost in sales. |
Do employees have the information needed to escalate or resolve customer issues? If not, or if what they are using is ineffective, consider using items like greetings, thank you notes, thank you gifts, gift certificates and gift cards to resolve customer issues. Write policies that will help employees know when it's appropriate to use each method.
Arm employees with items that have a high perceived value to resolve issues. Follow up after the sale to make sure that everything in the transaction went as expected. Surveys are a good way to guage customer satisfaction. |
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Focus |
Goal |
| Expand Product Knowledge |
Help front line employees exude confidence, and in depth knowledge of your products and services. They represent you on the phone, in writing and in person. Enhance online product presentations making it easy for customers to obtain information when they are doing research. |
Customer Solutions |
Employee Solutions |
Provide the tools needed to help customers learn more about your products and services. Use custom printed items to promote new products and services and contact information. Make marketing materials and spec sheets readily available in print and online. Video presentations, social media and mobile phone apps make it easy to keep customers up to date on product and sale offerings. |
Use custom printed items to keep your sales and support team up to date. Provide job references, training aids, specs and sell sheets to help them make a great impression. Magnets, posters, cards and themed items can display useful information like dates/times, websites, phone numbers, and other key information in a way that is handy and fun. |
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Focus |
Goal |
| Customers Like Human Interaction |
Have you ever called a company and gotten stuck in multiple layers of voice recorded messages before you spoke to a human? This is a common concern for today's customers. Provide as much human interaction as possible to make your customers feel welcome and less confused. |
Customer Solutions |
Employee Solutions |
When faced with too much technology, customers will just hang up and the opportunity to do business is sometimes lost. Include custom printed items in direct mail or at trade shows, conventions, etc. that tells customers how to easily make contact with your company.
If agents are not available, give customers options like receiving a call back without losing their place in line, information on off peak times to call, online chat, or online answers to common questions. |
Technology is great, but overuse can create a barrier for your customers. Look at how you're using technology to determine if it's working for you or against you. |
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Focus |
Goal |
| Don't Make Unrealistic Promises |
Gain your customer's trust by sticking to the terms that you agreed to when the order was placed. If unexpected changes occur, inform the customer as soon as possible and try to provide as many options and alternatives as possible. |
Customer Solutions |
Employee Solutions |
| Periodically review your internal policies and those of your suppliers to make sure that they are in synch. If you're not sure, measure how well you're meeting the goals and timelines set in your terms. If not, make adjustments as need to assure that you're meeting your customer's expectations. |
Setting realistic, achievable terms and making sure they are communicated to employees will go a long way to gaining trust with customers. |
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Focus |
Goal |
| Encourage Employee Loyalty |
If employees are happy and confident, they will send positive energy to your customers. If they are not sure about what they're doing and if they don't have the right tools available, they won't be as effective in retaining customers over the long term. |
Customer Solutions |
Employee Solutions |
| Have you ever done business with a company where the employees were indifferent or stressed? Not rude or angry, just obviously not engaged. This is not the worst scenario but it's also not the best case for building business. It leaves an impression that can be hard to overcome. |
Find large and small ways to keep your employees happy, motivated and engaged. Recognize (awards, incentives, prizes) employees for a job well done and give them the tools (job and sales aids, door openers, leave behind items) they need to do their job well. Custom printed items work well for all these needs. |
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Focus |
Goal |
| Invest in Training |
Training is key in all the areas listed above. Invest in formal and informal training programs that will get your employees where they need to be in terms of how they communicate and interact with customers, and their knowledge of the products and services you provide. |
Customer Solutions |
Employee Solutions |
| Employees that are trained and engaged will generally be better at assisting customers. A lack of training usually results in a lack of confidence and an increase in mistakes. In today's hectic environment,the goal is to make employees productive as quickly as possible. |
Custom printed items are commonly used to make announcements, support training and education programs (pens, note pads, magnets, binders, stress products etc.) and to serve as job aids, motivational items (themed products) and recognition (awards, plaques) when the training has been completed. |
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Focus |
Goal |
| Follow up After Each Sale |
Make sure that when the customer receives the product or service, it meets their expectations. |
Customer Solutions |
Employee Solutions |
| Most orders are handed off several times to various departments both inside and outside the company before it's delivered to the customer. Customer surveys are a great way to determine if products met expectations. |
If the product or service doesn't meet customer expectations, they may or may not call to complain. Anonymous surveys provide a way for organizations to track outcomes and make corrections. Not every customer will answer a survey, but custom printed incentives can help to increase response rates. |
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Focus |
Goal |
| Implement a Customer Retention Program |
If you don't have a customer retention/loyalty program, now is the time to implement one. Simple changes can result in huge benefits to your organization. |
Customer Solutions |
Employee Solutions |
| Benefit from solutions that affect both the customer and employees. Using just one of these solutions can have a big effect on your bottom line. Contact us for help with items that support your retention programs. |
We can help you with ideas, information and products to meet the needs of your organization. Implementing something as simple as a card program can go a long way toward solidifying your relationships and making happy employees and customers for life! |
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