Here at OSG, we’ve just completed our annual customer survey. Though we love hearing the praise (shout out to Account Management for scoring more than nine out of 10), the constructive feedback is what keeps the trains moving. Maybe there’s a way to make a process run more smoothly. Maybe a client is interested in a new service of ours. Maybe there’s one simple change that would make the company’s overall experience with us that much better. Because that’s what we’re delivering—an experience, not a product.
Every single year, we read each comment, cull the best suggestions, and incorporate changes into our business where it makes sense. It’s crucial to live up to the kind of partnership we promise. The questions vary in scope and topic (customer service, products, management), but they boil down to this essential query: How are we doing?
We value this input so much, in fact, that we offer customer survey inserts as an option for our clients to send to their customers. It makes sense to use an invoice package as an opportunity to ask the questions that often go unasked amid the day-to-day tasks that keep us all bogged down.
Not everyone is going to speak up without prompting. Open a new line of communication. You might find insight that improves specific relationships and moves you closer to the bigger picture goals of your company.
Do you have a referral program in place for your current customers to refer friends and colleagues to your business? Studies have shown that referrals are extremely important to the success of a business. Take a look at these statistics and then see if maybe you want to set aside some time to create one or revitalize the one you have in place.
- According to The New York Times, 65% of new business comes from referrals.
- Nielsen reports that people are four times more likely to buy when referred by a friend and that 92 percent of people trust a referral from a friend.
- A customer who is referred by another customer has a 16% higher lifetime value, according to a study by the University of Pennsylvania’s Wharton School of Business.
If you think about it, it makes perfect sense. Satisfied customers make the best advocates for your company. And since they know both your company and their friends/colleagues, they can actually target the right people for the right product/service. So not only can they act as your brand ambassadors, they can do the initial audience segmenting for you too. They’ve had a good experience with your company and products. Now encourage them to tell their friends, family and colleagues about your company and the great service you provide. Not only will they bring in new customers, increasing your revenue stream, you will also make your current customers happy when you reward them for their efforts. That’s important too. They’re helping you out so you should do something for them. It doesn’t have to be cash back but consider a discount or credit to an invoice or statement.
Think you’re too small a company to be able to implement such a plan? The OSG Creative Studio is available to help you every step of the way. Contact them directly or talk to your Account Manager.
Think about implementing a Referral Program. You and your customers will be glad you did.
Do you have a company newsletter? It’s a great way to stay in touch with your customers and build brand loyalty.
Think in this day of Tweets and Posts that newsletters are no longer relevant? In a recent report issued by Quartz Insights, 60 percent of over 1,300 global executives, indicated that they read an email newsletter as one of their daily news sources. They also indicated that they get their news twice as often from email than from video.
The study went on to report that if they read work-related content that they felt was valuable, 88 percent said they would share it via email.
So, what are you waiting for? Not only is a company newsletter a great way to stay in touch with your customers on a regular basis, research shows that the content will be read and, if deemed valuable, shared.
What should the goals of your newsletter be?
- Educate Your Target Audience. As a valuable source of information for your customers, your company newsletter can update them on the latest happenings within your company, answer frequently asked questions, include store hours and contact information or further explain a service plan.
- Establish Recognition. Establishing your brand is powerful. The regular delivery of your newsletter will help your customers develop a strong sense of your brand. Your newsletter is a simple and effective marketing tool that is perfect for spreading information directly to your audience. Use it to announce a new product, promotional discounts or just send season’s greetings.
- Increase Web Traffic. Your newsletter is the perfect vehicle to drive traffic to your website. With the proper use of content and links within your newsletter, customers can quickly and easily access your website which helps further establish your brand. A company newsletter is also a subtle reminder to those customers who may have lost touch with your business.
- Communicate More Effectively. Developing reliable and timely communication with your customers is important for your business to thrive. Although you have plenty of marketing tools at your disposal, only a newsletter gives you the adequate space you need to speak directly to all of your customers. This compelling form of communication will become something your customers will look forward to receiving.
Does your company produce a newsletter? Is it print, electronic or both?
This coming Tuesday is Election Day. Every four years we have the opportunity to exercise the right our Founding Fathers gave us to vote for who we want to lead us. It’s our opportunity to give input and have our say.
But you don’t have to wait four years to ask your customers how they think you’re doing or if there’s anything that needs fixing.
When is the last time you checked in with your customers? Did a customer recently get in touch with you about a particular issue? You can use opportunities like these to open the lines of dialogue and answer any questions they may have, clean up any confusion, address issues, tell them about a new product or service and perhaps “take the temperature” of a quiet customer.
Our OSG Creative Studio has a series of appealing campaigns to help you communicate in a positive and engaging way with your customers on a variety of service-related issues. We have developed survey inserts to see how happy your customers are, as well as communications expressing appreciation for their business and acknowledgements of Customer Service inquiries.
Let your customers know their opinion matters all year long and not just on Election Day.
Did you know that this Saturday, September 24, is National Punctuation Day? According to The National Punctuation Day website, the day is “a celebration of the lowly comma, correctly used quotes, and other proper uses of periods, semicolons, and the ever-mysterious ellipsis.”
Do you have plans for Saturday? For starters, you might want to brush up on some grammar basics. Few things look worse in business correspondence, marketing materials or a website than poor grammar. Not sure if that comma belongs? Run it through Grammar Check or show it to someone else before hitting send. Have a little more time on your hands? Read the classic book, The Elements of Style by William Strunk Jr. and E.B. White. Or review your company style guide or check out some of the other resources on the National Punctuation Day website.
In a world of Tweets and social media posts where it’s rare to see a whole word spelled out, punctuation is even less visible unless it’s to create an emoji :). Saturday is a great time to start to reclaim the English language starting with proper punctuation. You’ll look and sound better. And you’ll be in great shape when National Grammar Day comes around on March 4.
Calendars are all around us: On bulletin boards at work, on our phones and hanging somewhere in our kitchens. One of the advantages of physical calendars is the ability to publicize your company. When people use a calendar from your company they’ll see your logo and company name. Every time the customer uses your calendar your company will be top of mind. Think of the goodwill you just created. Not to mention the brand loyalty. All because you took the time to send your customers a gift to let them know how much you appreciate their business.
Did you know, according to the White House Office of Consumer Affairs, it’s actually 6-7 times more costly to bring on a new customer than it is to keep a current one? The OSG Calendar Insert is a thoughtful and practical gift you can send to your customers at the end of the year as a small token of appreciation. It fits nicely into your budget as well as the envelope you already mail out.
Here are five ways the OSG Personalized Calendar Insert can work for you:
- Customize to incorporate your brand
- Establish a return on your investment
- Increase your customer touchpoints
- Promote new products and services
- Save on mailing costs – fits right inside your envelope
Need inspiration? Let the OSG Creative Studio design the personalized calendar insert that best suits your needs. Call 1-888 EASY BILL or click here to see additional designs. Call soon. We have a special offer that ends September 30.
Summertime is here and with it comes the desire to spend those long lazy afternoons out in the sun. Whether you’re relaxing on your deck, by the pool or oceanside on the beach, a newsletter always provides great reading material. Use your company newsletter to connect with your customers and maybe even garner some new ones. Show your customers that you care to keep them informed by providing insight into what’s happening in your company, answer frequently asked questions and provide general information about your service. You can use your newsletter to share details about new product promotions being introduced into your company.
You can also use your newsletter to drive traffic to your website. With the proper placement of links to topics of interest, your website could become a hub of activity. A newsletter provides you with the unique platform to share more information in one place than just a social media post or a blog. You can expand on topics that are important to your company thereby creating a real bond with your customers. If you do a good job writing your newsletter and captivate your audience effectively, they are more likely to share the newsletter with their friends thus broadening your company’s reach with just the click of a button. A report by Quartz Insights says that 90 percent of people who read their newsletter and like it would share it. This could increase your readership and possibly even your customer base in an instant. So have fun with your newsletter and make it a piece of literature that your readers look forward to reading when lounging out in the sun.