Steve Brown is the current founder and CEO of Matchstick Ignite. Customer service and phone sales consulting firm. Steve has over 20 years of experience working directly with major brands to use modern marketing principles to boost revenue and mitigate refunds and chargeback.
The industry has certainly shifted over the last few years and the process of getting a customer to your virtual doorstep is harder than ever before. When you weigh in the continued rising costs for acquisition it is now crucial to have a deep connection with your customer to create long-term revenue and satisfaction.
Only about 25% of your customer base will ever bother to engage customer support by phone, email, or chat communication. The majority of these connections are customers needing help with an issue or problem. People have busy lives and only really contact your organization when they need help. It’s incredibly rare that a customer will take the time to contact support to glow about how happy they are with the product or service.
At Matchstick Ignite, I am a huge supporter of having immediate engagement with your customer base. Either by connecting on the telephone after a cart abandonment or simply reaching out to thank a customer personally after the sale is made. These two campaigns are the easiest way to produce much-needed revenue in the industry today.
Connecting with a customer on the telephone is the absolute best way to begin your relationship with the brand. Having a genuine discussion with the customer is like peeling away the layers of an onion. You then learn what brought them to the checkout page in the first place. This conversation builds trust and allows a discussion to return to the purchase process and provide logical cross-selling suggestions.
Direct communication is a key step to boosting your margins immediately. It’s also just a great business. Engaged customers will continue to buy and are hesitant to refund. It also legitimizes your company as the transaction becomes personal and not just another online purchase.
Keep Crushing It,
