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HOW TO STAY CONNECTED TO MY

Existing CustomersKnow How Guide to Staying Connected to Your Customers

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Know How Guide to Staying Connected to Your Customers ............................................................. 01

Staying Connected to Your Customers: 10 Useful Tips ....................................................................... 01

1. Make sure your website has useful support tools and contact links that go directly to you or a trusted team member .............................................................................. 01

2. Get a 1-800 number and give out your cell number to important customers ............................................. 02

3. List your site digitally .................................................................................................................................. 02

4. Follow and engage with customers via social media ................................................................................... 03

5. Follow keywords about your brand and engage with disgruntled customers .............................................. 03

6. Follow-up regularly. Make them useful, not just seasonal ........................................................................... 04

7. Email useful newsletters to your customers, but don’t make them all about you (and your business) ......... 04

8. Try sending SMS alerts with reminders and sales ........................................................................................ 05

9. Consider investing in a CRM tool ............................................................................................................... 05

10. Send a handwritten note ......................................................................................................................... 06

Putting It All Together .......................................................................................................................... 06

About Rogers ........................................................................................................................................ 06

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

™ Rogers & Design, Rogers One Number and Rogers Live Agent are trademarks of or used under license from Rogers Communications ©2013

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1 | Table of Contents »HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

Customer support is extremely important for building lasting relationships with customers,

so make sure your website provides it.

Customer support is extremely important for building lasting relationships

with customers, so make sure your website provides it. Place multiple contact

links on your website and make sure that contact-us forms are easy to

understand and use.

You also want to make sure that forms, calls and inquiries are being

forwarded to an email account or phone number that’s constantly being

monitored. You might even want to consider sending online inquiries

directly to your mobile device and personal email address, to ensure that

your customers are getting fast, reliable service.

Running your business takes a lot of hard work. From juggling day-to-day operations, to

managing your team, suppliers and cash fl ow, it can become all too easy to neglect your

customers. But customer engagement should be the cornerstone of your business, and you need

to be the champion of consumer relations.

STAYING CONNECTED TO YOUR CUSTOMERS:10 USEFUL TIPS

1. MAKE SURE YOUR WEBSITE HAS USEFUL SUPPORT TOOLS AND CONTACT LINKS THAT GO DIRECTLY TO YOU OR A TRUSTED TEAM MEMBER.

At the end of the day, staying connected to your customers is probably the most important thing you can do as a business

owner. And it’s not as hard as you think. This Rogers Know How Guide provides 10 useful, easy to adopt tips to make sure

you’re always staying connected to your customers.

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2 | Table of Contents »HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

This isn’t as scary as you think. It doesn’t mean you’ll be getting emergency

calls in the middle of the night, but rather that your customers know how

important they are to you. The best part is that new technology makes

handling phone calls a breeze.

Rogers One Number™ is a service that helps Rogers business customers

extend their wireless number to other devices, making it easier to manage

communications and be available for important calls. With Rogers One

Number service, you can easily change the settings for rerouting selected

calls from your computer, compatible tablets or smartphones, so that calls

to your wireless number can reroute to another team member, if you’re

temporarily unavailable.

Also, consider adding a roaming plan for when you or a team member

travels. Roaming offers like Roaming Data Passes and Travel Packs will ensure

that you can stay connected to customers from anywhere, without incurring

any unexpected charges.

Whether you have the most loyal customers or are trying to attract new

ones, it’s important to make sure that they can easily fi nd your website.

Online directories, like Yelp™ and YellowPages™, can help promote your

business and services to local audiences. Listing your business on external

websites will also help it appear higher in search engine results,

so it’s easier for customers to fi nd you online.

Do some online research and look for local and niche sites that profi le

businesses like yours, and search for your competition to see where

they’re listed.

Tools like OutRank™ from Rogers can also help increase your online

presence, by improving your website and helping you get top results in

search engines.

2. GET A 1-800 NUMBER AND GIVE OUT YOUR CELL NUMBER TO IMPORTANT CUSTOMERS.

Whether you have the most loyal customers or are trying to attract new ones,

it’s important to make sure that they can easily fi nd your website.

3. LIST YOUR SITE DIGITALLY.

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3 | Table of Contents »

When using social media, remember that your strategy should not just promote your products and services.

Rather, it should help you engage with customers and prospects, build your brand, and distinguish your business as an expert in its fi eld.

HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

4. FOLLOW AND ENGAGE WITH CUSTOMERS VIA SOCIAL MEDIA.

Social media is a great way to stay connected with your customers.

You can also learn a lot about them and keep them engaged with your

brand and business.

When using social media, remember that your strategy should not just

promote your products and services. Rather, it should help you engage with

customers and prospects, build your brand, and distinguish your business as

an expert in its fi eld. Make sure you re-tweet, like and share your customers’

information and posts, in addition to your own updates. In return, they may

promote your messages to their networks.

Smartphones and tablets make it easier than ever to stay connected to

all your social media platforms. Look for mobile applications that let you

combine different social media platforms, so you can track Facebook,

LinkedIn, Twitter, Google+ and other social services all in one place.

5. FOLLOW KEYWORDS ABOUT YOUR BRAND AND ENGAGE WITH DISGRUNTLED CUSTOMERS.

There are a number of ways to follow your brand and industry on the

internet. Google and social media platforms are a great place to start.

Create alerts in Google for your company name and keywords relating to

your business or industry, so that updates and news are sent right to your

inbox. Also, monitor social networking sites for conversations about your

industry and engage with customers if you see any complaints or questions

you can help with.

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4 | Table of Contents »HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

6. FOLLOW-UP REGULARLY. MAKE THEM USEFUL, NOT JUST SEASONAL.

Most business owners know this one, but it’s easy to forget. We remember

the holiday greeting cards, but then forget to keep the contact regular.

Many larger organizations build contact strategies to monitor how often

they communicate with customers, but businesses of all sizes can easily

develop these plans. Try creating an editorial calendar and map out the

type of communications that may be timely to your customers or industry.

Then put reminders in your calendar so you don’t forget to stay in touch!

Newsletters are a cheap and easy way to regularly stay in touch and should

become part of your contact strategy.

Remember to send useful information in your customer-facing newsletters,

rather than just trying to sell products or services. The most effective

newsletters provide useful information relating to your industry,

without promoting offers.

For example, a plumber might want to send a few tips about getting your

home ready for winter and reminding customers to turn off external facets

and hoses before the temperatures drop. This is the type of information

that customers can use and will keep your business top of mind for when

customers do need your services.

7. EMAIL USEFUL NEWSLETTERS TO YOUR CUSTOMERS, BUT DON’T MAKE THEM ALL ABOUT YOU (AND YOUR BUSINESS).

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5 | Table of Contents »HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

8. TRY SENDING SMS ALERTS WITH REMINDERS AND SALES.

9. CONSIDER INVESTING IN A CRM TOOL.

SMS, also known as text messages, are a great way to stay in touch

with customers. Texts are an effective tool because they deliver your

customers’ undivided attention. They are also instant and have extremely

high open-rates.

If your business makes customer appointments, considering sending out SMS

reminders a day or two before appointments. Studies show that these types

of alerts can dramatically reduce no-show rates, and customers appreciate

the personal service. You can also try sending limited-time coupons for

products or services, but make sure your texts are useful or informative so

they don’t come off as spam.

Unlimited text-messaging plans are very affordable, and often included in

wireless business plans. Better yet, they’re very easy to use and they don’t

cost your customers anything to receive.

Customer relationship management (CRM) tools have a bad reputation

for being diffi cult to use and implement, and for being overly technical.

While some programs are easier to use than others, CRM systems can actually

make it much easier to stay in touch with customers, with little or

no technical expertise.

Most CRM tools allow you to plan communications with customers and track

past interactions. They also let you create lists with personal information like

birthdays, children’s names and service preferences, so you can connect with

customers on a more personal level. Finally, many CRM tools have a mobile

app that you can download on your smartphone or tablet, so you can stay

connected to customers from anywhere.

Texts are an effective tool because they deliver your customers’ undivided attention.

They are also instant and have extremely high open-rates.

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6 | Table of Contents »HOW TO STAY CONNECTED TO MY EXISTING CUSTOMERS

10. SEND A HANDWRITTEN NOTE.

Technology is great for staying connected to customers, but every once in

a while a hand written note or birthday card can still go a LONG way.

Consider sending thank you notes and cards to loyal customers, letting them

know that you appreciate their business.

Looking for more advice for your business? Visit our Know How Centre for other

useful resources.

Visit Rogers for Business to see if Rogers One Number, OutRank, roaming

packages and text messaging services are right for your business.

Speak to a Rogers Business consultant today.

PUTTING IT ALL TOGETHER

LOOKING FOR MORE ADVICE FOR YOUR BUSINESS?

Staying in touch with customers can be challenging and can often take a back seat

to more pressing business issues. Your business will only benefi t from staying

connected to your customers and Rogers has the tools to help you. Our team has

expert know how on the latest business solutions and offers customized advice for

your business needs.

ABOUT ROGERSRogers Communications connects small businesses to customers, suppliers, partners

and employees with fast and reliable wireless, telephone, internet and TV services.

Over 1.5 million business customers rely on Rogers for proven tools and the know

how to help keep them connected. Our affordable services run on our proven

networks, backed by 24/7 technical support.