4 Steps to Building Client Loyalty

July 26, 2012 Posted by The BVB Team

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The client experience is everything…

• Want to learn to create the lowest refund rates in the industry?
• How would you like every customer to buy 2, 3, and even 4 of your programs?
• And what about engaging people after they buy to keep them happy in your community for years?

Having well developed systems to communicate with your audience once they convert is a crucial element that many entrepreneurs ignore.

We guarantee YOU won’t, after reading John Assaraf’s step-by-step formula for creating the ultimate client experience…

BVB: What’s working for you now John?

John: The client experience is working for me!

It’s all about predetermining “What is the relationship that I want to have with that person?”

When we sell someone a product, we don’t want them to just get the product, we want them to have an experience with the product.

BVB: What do you do to inspire that?

John: When someone buys one of our Neuro Training systems, we call within 48 hrs and say “Hi this is so and so from PraxisNow. We see you bought a program, and would like to ask you a series of questions about how we can help you utilize the program to the best of it’s ability.”

“Did you download it yet, did you read the manual yet, do you understand how to transfer it to your iPod if you want to? Do you understand how to interact in our community?”

And what we find is 30-40% of the people haven’t taken the first step. We know that once we get them engaged, not only do they start the program, but their chances of completing it are way, way higher.

So we’ve created that personalized customer experience, and they love it.

BVB: Why is this working right now?

John: Finding customers is the hardest part of the equation, losing customers is the most expensive part of the equation. When somebody buys your product, it means that they want that relationship. In so many cases, businesses forget how valuable that relationship is.

They take it for granted. “You bought my product, you bought my program, so now I am going to put you into the queue with everybody else.”

Nobody wants to feel like they are just part of your sequence.

So when we take the time to really ask “How do I create that special bond that they always remember,” then that becomes exceptional.

BVB: Besides calling, what are some of the other ways that you’ve been able to do this?

John: We send people texts, emails, and we are starting to send out packages. For example, we just finished a live event yesterday, and we are sending a personalized letter to everybody.

In it there is going to be a PDF of some work they did at the event that they weren’t aware we were going to take pictures of. We’re going to give them a gold card also.

It’s one more touch point of “Thank you for coming.”

It’s a reminder of the lessons, it’s a little gift from us as well, and “We’ll see you in November at the next event.”

BVB: What does this do for your business? Give us some specifics about the numbers…

John: Our refund rates are less then 3% on all of our products. And, at our live event we had a full money back       guarantee and didn’t have one person ask for their money back, not one. We had people tell us they were bringing their friends and family to the next one.

78% of people who buy one of our Winning the Game of Money, or Winning the Game of Business buy another program. So the majority of our clients end up with 2-4 of our products.

BVB: What are the how-to steps to making client satisfaction a part of the business strategy?

John: The first step is that you think about what level of engagement do you want to give customers and clients to develop the rapport and the trust. You could develop it in person, through emails, through telephone, through a variety of methods that we have already talked about.

Then let’s say somebody buys your product or service.

Step 2 is “How will I make sure that the client received it? What are the steps I can take to make sure the client has received it, has used it, or has a process or a plan to use it? How do I make it easy for them to use it?”

And we do that with phone calls, texts, emails.

Step 3 is “How do I follow up with them once they have started to use my product or service ? And give them some additional support and ideas on how to get the maximum benefit from it?”

Set these systems in place, and be consistent.

Step 4 - “How do I create an environment for them to share their experience with my product, service, ideas with other people?”

I had a community that we were charging several hundred dollars a year for people to be in.

We decided to make this private community free, to keep them engaged, to keep them in the support of the community which they’ve developed over time. And our clients went ballistic. They couldn’t believe we would give them so much value just to keep them in our community. How do you think they will feel when we have a new product, program, event? Much more likely to engage and to try it out.

BVB: Do you have one specific piece of advice to tie this all together?

John: Take better care of your customer than anyone else will.

BVB: Thanks so much for your time John, this has been outstanding information…

So Tribe… How will you create “The Client Experience” in your business?

Leave us a comment below, and let us know!