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Building Customer Loyalty through Follow-Up Three Key Follow-Up Strategies to Increase Sales

Building Customer Loyalty through Follow-Up Three Key Follow-Up Strategies to Increase Sales. BBC Audiobooks America August 2006 Cynthia Boughan. “What loyal customers Librarians must be.” Airport Conversation (2006). Over Three Hundred Thousand Audiobooks 300,000

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Building Customer Loyalty through Follow-Up Three Key Follow-Up Strategies to Increase Sales

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  1. Building Customer Loyalty through Follow-Up Three Key Follow-Up Strategies to Increase Sales BBC Audiobooks America August 2006 Cynthia Boughan

  2. “What loyal customers Librarians must be.” Airport Conversation (2006)

  3. Over Three Hundred Thousand Audiobooks 300,000 Shipping to Our “Loyal Customers” From August 2004 through August 2006 What happens AFTER the SALE?

  4. Three Key Strategies for Increased Sales Key Strategy # 1: Stay Current Key Strategy # 2: Stay In Touch Key Strategy # 3: Stay Organized All Three Strategies Relate to Building and Sustaining Relationships-- AFTER THE SALE

  5. What it means to me • Why I consider it so important • How I use it to increase sales For each Key Strategy, I will describe… Followed by a Review of Sales Stats

  6. Three Key Follow-Up Strategies to Increase Sales • Budgets, Decision-Makers • Needing Time to Decide • Know Hot Buttons • Know Frustrations • What about the Competition? Key Strategy # 1: Stay Current

  7. Compare Standing Order Customersto Non-Standing Order Sales MN= 18% Growth WA= 44% Growth IL= 44% Growth IA= 51% Growth DRAFT SAMPLE still need to enter correct data

  8. Three Key Follow-Up Strategies to Increase Sales • BBC Notes, Thank You Cards • Pre-Printed Standing Orders Letter • Core Collection Title Lists • Up-sell New Formats: Sample MP3 or BBC Radio Collection • Companion Order (Prepared Reminder) Key Strategy # 2: Stay In Touch

  9. Compare Standing Order Customersto Non-Standing Order Sales MN= 18% Growth WA= 44% Growth IL= 44% Growth IA= 51% Growth DRAFT SAMPLE still need to enter correct data

  10. Three Key Follow-Up Strategies to Increase Sales • Access • Outlook • Yearly Appointment Calendar • Sale Transaction Reports • Sales by State Report Key Strategy # 3: Stay Organized

  11. Compare Standing Order Customersto Non-Standing Order Sales MN= 18% Growth WA= 44% Growth IL= 44% Growth IA= 51% Growth DRAFT SAMPLE still need to enter correct data

  12. “What loyal customers Librarians must be.” Airport Conversation (2006)

  13. It Really Depends on What happens AFTER the SALE Building Customer Loyalty through Follow-up • Three Key Strategies for Increased Sales: • Staying Current • Staying in Touch • Staying Organized

  14. All Three Strategies Relate to Building and Sustaining Relationships-- AFTER THE SALE

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