Whether you follow up with a select handful of clients, or have thousands of customers to contact, you can do it all by simply using good old fashioned email. You can do it by phone, a letter, or even in person, but the most effective way to follow up is by email.Įmail is quick to send, you can easily track comments and feedback, and best of all, it’s scalable.
There are a wide range of ways you can follow up with your customers. So, to avoid customers turning their backs on you, you need to follow up.īut, how? The best way to follow up? Email. Something as simple as a follow-up ruins the entire customer experience, which, according to research by Walker2020, is one of top factors for doing business with a company. While 48% of customers that experience a poor follow-up will go on to tell at least 10 people or more about their bad experience. In fact, it’s become so important that poor follow-up is now cited as the biggest customer complaint.Ī study by Harvard Business Review found that 56% of customers complain about poor follow-up. How important is it to follow up with your customers? Meanwhile, 80% of sales require at least 5 follow-ups.Īccording to our own research, only 24 companies (out of 1,000) sent a follow up email to their customers.īut really. Yet, 48% of sales people don’t follow up even once, and 44% give up after just one follow-up call. Studies revealed that the optimal number of follow-up emails to send is 2-3. In fact, following up is currently ranked as the third biggest challenge for sales teams.Īnd this causes a much bigger problem than you think. What many companies forget to do is follow up.Įven though they’re simple, follow-ups are often neglected. Yet, for many companies, customer service stops once an issue has been solved.Īfter that, you move onto the next customer.
The more customers you can keep happy ( and retain), the faster your business will grow. Good customer service creates happy and loyal customers.
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