Allison is a customer service expert who has helped scores of American and Canadian companies to learn how to get and keep customers coming in the door.
She says that one of the best after-sales strategies involves encouraging peer-to-peer recommendation through all sales channels including social media, websites, and print media.
One way to assure this recommendation is through careful and consistent follow-up, and the internet is increasingly becoming the best place to do this.
“Customer service is moving online
,” she says. “It is cost-effective, efficient and can keep you more closely connected to your customers.” Facebook, Twitter, and YouTube are all good channels for sharing customer testimonials and encouraging recommendation.
It’s a tactic that Richard Moss, Owner of Oxford Hearing Centre in England, has used in his business. A YouTube earwax removal clinic has received over a million views on YouTube, and Moss says he has received many referrals from that video.