by Abbie-Lee Hollister, on December 11, 2018
The aim of your customer success strategy should be to delight your clients, creating positive customer experiences with your company and brand. In order to do this, you will need to go beyond giving your client what they expect and surprise them with your service at every opportunity.
Here are our top tips for delighting customers, particularly after they've signed the contract and become one of your onboarded clients!
1. Personalised Welcome Email
Delighting your customers is about making them feel special and valued. One of our top tips for delighting your clients is to send them a personalised welcome email when they join. To make it even more personal you can include a video, or a personalised video.
Either way, in your welcome email you should thank them for choosing you and let them know how happy you are to have them onboard - invite them to view some resources they might find useful. The resources could be case studies that detail customer success stories, onboarding documents, helpful blog posts etc.
2. Something Hand Written
Take the time to write or sign a welcome letter, postcard, or small gift when a client is on-boarded or throughout the sales process - everyone likes to be made to feel special. If you're sending out a welcome postcard why not have a team photo on the front, it makes it feel much more personal. Small gifts don't need to be expensive, you could send your clients a branded notebook or mug, or when they've signed up you might even want to send them a bottle of wine!
3. Consistent Communication
Make sure that your communication doesn’t go radio silent once your client is on board, delighting your customers means that you should be checking in regularly and making sure they're doing ok/happy with the service. This will help to get to know your clients on a more personal level, plus - clear and consistent communication will help when it comes to cross-selling opportunities.
4. Cross Selling & Up Selling
Offer your clients honest advice and tailor any cross-selling opportunities to your client. Getting to know what is happening in their business in regular account reviews or check-ins will also help when it comes to upselling.
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