Satisfied and delighted customers have already gone through the Know, Like and Trust journey, and made a commitment to you and your business.
A little bit of effort in the post-sale period using LinkedIn to create a public win:win situation will pay huge dividends.
Whether your prime role is sales leader or business owner, there are several ways you can use LinkedIn to support your customer service and set up subsequent sales.
LinkedIn and Social Selling is not just about prospecting and lead generation. For key account sales it’s a valuable place to develop a positive customer community.
Quick start tips
Pick one of your recently completed sales and follow the steps above to show your appreciation within LinkedIn.
- Connect with your main customer contacts, if you haven’t already done so.
- Endorse them, comment on one of their Recent Articles, and send them a ‘Thank-you’ message through LinkedIn.
- Ask them if they’d give you a Recommendation or Testimonial, and offer to draft something as a starter.
Now repeat for a second customer, then a third, and fourth. And read on for more suggestions on how to build customer loyalty.
LinkedIn Tips for Customer Appreciation to gain referrals, introductions and additional business
1. Create a post-sales routine
Include LinkedIn as one of your post-sales activities, probably once delivery and order fulfilment has been undertaken.
- Connect with ALL the people who you had contact with during the sales process
- Invite them to connect with key colleagues as part of the hand-over to implementation or support
- Invite them to Follow your LinkedIn Company Page, and Follow theirs in return
This at least makes the connections, so you can see updates on a reciprocal basis.
2. Show appreciation
This is where a bit of “Give to Gain” comes in. If you are generous to start with your customers are more likely to reciprocate.
- Give endorsements to a few key customer contacts (say 3 skills for 3 people), and even give them a recommendation.
- Find one or more content pieces of theirs to share on LinkedIn – whether it’s an Update by an individual, Article, Company Page update etc.
- Look through your network of contacts on LinkedIn and pick 3 people who you could introduce your new customer to.
This should cement the relationship and lay the foundations for a successful repeat business and referrals
3. Sow the seeds for future business
And now be suitably pro-active in looking for and requesting support from people in your customer to help you achieve your next sale.
- Find a suitable way to ask for referrals eg. “If you know anyone who….”
- Identify and ask for introductions, by looking through their connections, or ask by company name or division
- Monitor the implementation project for learning points and results to feed into your content marketing plan, so everyone is seen as a winner via LinkedIn
Depending on the nature of your business these might be a one-off activity per client, or something that you diarise or build into the account plan.
If you can make your clients more successful, as individuals, as departments, and as businesses, your future business is far more secure.
This will take thought and effort initially but I’m sure you’ll get quicker as you do this more frequently and regularly, and build it into a positive Social Selling habit.
Download our Pocket Guide to Social Selling
If you haven’t already done so get a copy of our guide, which covers more LinkedIn Tips and introduces the Social Selling Matrix.