Do Your Customers Love You? (Infographic)

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In honor of Valentine’s Day this week, we wanted to share this fitting infographic with you.

As a small business owner, customer loyalty and retention are crucial to maintaining a healthy and successful business that is ready to grow when you are. If your customers aren’t happy, your business won’t thrive. But how do you know if your customers love you, and what can you do to keep them happy and coming back?

Follow this infographic, and be honest about your answers, to see the state of your current customer relationship.

However strong your relationship is, you can always improve it! Demandforce offers customer and patient communications solutions designed to help you stay connected with your base, and engaged. Through the use of powerful automation processes like automated appointment reminders, two-way text, custom email campaigns, and online review management – Demandforce can help you always send relevant and timely messages to your customers. To set up a time to see a personalized demo, click here.

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Setting up a one-click oil change reminder campaign for your auto shop

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Demandforce is a platform that syncs with your current management system to help you automate your customer communications, and simplify the way you connect and engage with everyone who comes to your auto shop.

Don’t spend time sitting in front of your computer, setting up reminders or sending emails to every customer who’ve seen that week. With Demandforce, you can set up automated messages to send out to certain segments of your customer base to remind them to…

  • Set up an appointment for standard maintenance
  • Think about recommended shop services
  • Refer a friend to your shop
  • Post a review after an appointment

One of the easiest ways to get customers to come back to your shop is by sending them an oil change reminder, which you can do directly from your Demandforce platform. You can find the oil change reminder campaign under the One-Click Email Campaigns.

If you choose to send this campaign out to your customers, you can choose to send it to customers who have received an oil change with you within the last 12 months, and this campaign will run once a week, at most 6 times a year. You can choose to exclude customers who…

  • Have a future appointment scheduled
  • Have visited within the last 45 days
  • Have not visited you for an oil change in over 24 months

Segmenting your campaign like this is important so that your customers receive the right message, at the right time – and they don’t decide to opt out of a message because it’s irrelevant or received too often.

For a full step-by-step of how to set up a one-click oil change reminder for your auto shop, click here.

Our Top 5 Favorite Customer Appreciation Ideas

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Sometimes, it’s easy to forget the power of a simple “Thank You” – but as small business owners, we should always find ways to show our customers and patients we care. As Thanksgiving and the holidays approach, the team at Demandforce thought that now was the perfect time to reflect on what we’re thankful for, and compile a list of our Top 5 Favorite Customer Appreciation Ideas.

Some of these ideas cost money, while some can be done for a nominal price, or none at all. Before you brush off spending money on customer appreciation, remember this: it costs less to cultivate a customer relationship and retain that customer than it does to find entirely new ones… so sometimes the price is worth it.

Our customers count. So show them you care with these Top 5 Customer Appreciation ideas.

Send a handwritten note or card

Sending a handwritten note or card can foster friendship and goodwill from your customers, and doesn’t cost you much at all! You can print cards from Staples or several online card printing sites, and then send them on their way.

Give a freebie

Sending a gift to your client from a gift basket to a personalized branded knick-knack can not only express your gratitude, but also cement your business in the minds (and hearts) of your clients. A gift can be personalized to show your connection with them, or it can represent your business in some way. Some ideas are: logoed mugs, keychains, or bottle openers. It could be a notebook, or even something like a free muffin that week for customers.

Offer an upgrade

Everyone loves feeling like they’re getting more, and that’s the idea behind the upgrade offer. This works well if you’re a technology business, or can offer a different tier of service to your customers for free, or for a discounted price. You can offer a coupon or entire price cut as a thank you gift, and you might even get more sign-ups for your premier levels.

Say thank you via video on social media

You don’t need to be a videographer or stellar actor to shoot a video on your smartphone and upload it to social media, or send it out in a dedicated email. This is a great way to thank you customers with a 30-second shout-out, or thank you statement that you can share on your website, on Twitter, and on Facebook. You can tag the customers you want to show it to, and it doesn’t cost a dime!

Host a Customer Appreciation Night

The holidays are always a good time to host a party or celebration, so if you have the budget, you can always host a customer appreciation event and invite your VIP customers to it as a Thank You. This is not only a great way to bond with and spend time with your clients outside the work environment, but it also gives your client the opportunity to network, and allows them to see the diverse group that you work with. A customer appreciation night doesn’t need to be a huge event; it can range from a casual get-together at your local coffee shop or a networking event at a rented restaurant. You can introduce upcoming upgrades or products, hold a raffle, or even provide hors d’oeuvres and drinks for a cocktail party feel.

Plus, if you’re looking for a way to connect with your customers, or get the word out about any events you’re hosting, or send your photo to your base, you can use the customizable email campaigns that Demandforce offers, and then you can also track open rates and engagement as well! If you don’t know what Demandforce is, you can schedule a personal demo with a Demandforce expert, who will take you through the steps on how you can market better to your customers!

The Secret to Confirming More Appointments

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If you’re a dental office, medical office, or small business like a salon or spa, you know that confirming appointments with your customers and patients is a must. If you don’t set up appointments, or hear back from customers with confirmations, you not only lose control of your daily schedule, you also could lose important revenue.

What is your current process for confirming appointments? How many times do you reach out to customers and patients after they’ve booked, and how do you communicate with them when you do?

Some secrets to increasing your all-important appointment confirmation ratio:

Set an advance reminder to send out 14 days before a scheduled appointment

Sometimes people just forget their appointments, so sending out an appointment reminder allows them to make a mental note and add it to their calendar (or check to make sure it’s still on their calendar!)

Ask your customers and patients whether they prefer email or text communication, and walk them through how to respond

This is important because in an increasingly digital world, many people are on their phones more than at their desks. Sometimes people prefer text, other times they’d rather get an email reminder.

Stagger your appointment confirmations

This is important because you want to create a touch-point for your customers or patients across communication methods. Our Customer Success team recommends emailing 3 days prior to the appointment, texting 2 days, and laving a voice message 1-day prior. This of course is only for if you still haven’t received a confirmation of that appointment from your customer.

If you’re worried about setting this all up yourself, Demandforce can help! Our system provides a simple way to automate your appointment reminders and encourage more confirmations. You can track who has confirmed, who has yet to respond – and even set up a staggered reminder schedule.

If you’re a current Demandforce customer and you want a refresher, you can contact your Customer Care Manager and take a helpful walkthrough. Or contact Demandforce at (866) 507-7016 or www.demandforce.com, and we’ll show you a demo of the software!

Stay tuned for more advice like this, and have a Happy Wednesday!