You may call them referrals or compliments, but do you get them?
In a 2010 study by Forrester Research, they found that 62% of online retail shoppers think product recommendations are useful and 15% of the people surveyed bought based on those recommendations.
The question becomes, how do you get these recommendations? I know that the first step to getting these is to provide an extra-ordinary service for your clients. That means providing more than they expected. Secondly, I know that you have to provide follow-up to these clients. This is a quick phone call to stay in touch, with no plan for asking for another purchase. Thirdly, you have to ask the clients how they feel about what you’ve provided. It does not take place in step two, it will occur a few weeks later.
Have you done all three of those steps? If not.
When can you start to take action on them?
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