|Peter Pishko VP of Operations at One Step Retail Solutions|
Recently while researching a prospect, I visited their web site and read an interesting time line on the origins of the company. It was very witty and clearly demonstrated the lifestyle of the founders and accurately portrayed the atmosphere of the company, namely fun. It was quite a read, but the timeline stopped in 2006. Now, I know that the company still exists and is in very healthy shape (kudos these days) but the company history on their website was incomplete. I wanted to know more and was interested in the more recent history. As we all gravitate towards these new marketing tools, that is exactly what they are on a personal and business level, it is important they are updated regularly. Facebook, Instagram, Pinterest and Twitter are great methods of keeping in communication with your customers, but they must be maintained.
Think of it this way, a customer takes the time to become a fan of your business or sign up on Facebook because they are interested in what's new and exciting with your operation. As you are opening boxes and merchandising new product on your sales floor, send out alerts, let them know. Add photos of your staff modeling the new assortment, your staff will love it. We used to send out direct mail to our best customers and it was tough to be timely. We had to schedule and print postcards and mail them out to ensure that the customer received the notification with enough notice so they could attend the trunk show etc. E-mail blasts were a great alternative until the SPAM gods came along and made it very difficult to stay out of the spam filter especially when attachments are involved. Now you can give notice of an upcoming event and remind them multiple times. Just as your customers have shown you a commitment by signing up for your information updates, show interest in them by maintaining and continuing the exchange of communication. Customer service is all about commitment, so assign a dedicated individual to maintain your social networking site and reap the benefits of this instant and free communication with your most valuable of assets.