fix follow up failure

FIXING FOFIXING FOFAIL

Turn your dead into a gointo a go

www.Client-Bridge.com

OLLOW-UPOLLOW UP URElead graveyard

old mineold mine

ClientBridge, LLC helps small businesses to accelerate sales bleveraging technology-assisted lead generation systems.

Infusionsoft Certified M k ti A t tiMarketing Automation Coach (CMAC).

Certified Inbound Marketing Professional

y Marketing Professional

What areWhat are

Do you want to grow

quickly!

profitablyy

withowitho

your goals?your goals?

w your business…

y!y

out adding staff!out adding staff!

How are you going toHow are you going to

• Market to generate lea

• Nurture prospects until

• Follow-up with every p

Get repeat sales from e• Get repeat sales from e

• Automate the entire prouto ate t e e t e p o

o make that happen?o make that happen?

ds?

l they are ready to buy?

rospect?

e isting c stomers?existing customers?

ocess?ocess

FIX YOFIX YOLEAD FOLL

URUR OW-UP!

Why don’t comp

1. You forget. g

2 You focus on hot le2. You focus on hot le

3. Unconverted leads

panies follow-up?

adsads.

fall through the cracks.

Wh d ’tWhy don’t compa

4. You think the peopl

they are really inter

5 You don’t want to b5. You don t want to b

6. You don’t realize th

follow up can havefollow-up can have

i f ll ?anies follow-up?

e will call you back if

rested.

e pushye pushy.

e potential impact

on your businesson your business.

People buy when thare ready to buy!

67% of the prospectivbuyers that tell you “nbuyers that tell you ntoday will be ready toin the next yearin the next year. —Gartner Research

80% of leads you con“dead” will buy within“dead” will buy within—Sirius Decisions

hey

ve no”no o buy

nsider to be n 2 yearsn 2 years.

You are deliveriYou are deliverito your compto your comp

ng the saleng the sale petition!petition!

5 Common Fo5 Common Fo

1 N f ll1. No follow-u

2 Weak follow2. Weak follow

3. Irrelevant fo3. Irrelevant fo

4. Jumping int

5. No centraliz

llow up Mistakesllow-up Mistakes

t llp at all.

w upw-up.

ollow-up.ollow up.

to a sales pitch.

zed database.

How many touches dHow many touches da sale?

• 2% close on the 1st c• 2% close on the 1st c

• 3% close on the 2nd3% close on the 2nd

• 4% close on the 3rd

• 10% close on the 4th

• 81% close on (or aft

does it take to closedoes it take to close

callcall

d calld call

call

h call

ter) the 5th call

When do most companWhen do most compan

• 48 % quit after the 148 % quit after the 1

• 24 % quit after the 2

• 12 % quit after the 3

• 6 % quit after the 4th

• 10 % quit after the 5

nies stop following up?nies stop following-up?

st callst call

2nd call

3rd call

h call

5th call

Old fashioned salOld fashioned salles and marketingles and marketing

Traditional salesTraditional sales

DayDay

Total Leads 10

Closed 1Closed 1Warm Leads 1

Cold Leads 8

S l $500Sales($500 / deal)

$500

s and marketings and marketing

y Week Yeary Week Year

0 50 2,500

1 5 2501 5 2501 5 250

8 40 2,000

0 $2 500 $125 0000 $2,500 $125,000

What happens with thpp2,000 cold leads that sales efforts don’t focsales efforts don t foc

THEY TURNTHEY TURN

he your us on?us on?

N TO DUST!N TO DUST!

Fixing Follow-uFixing Follow u

Day

No Contact Leads 8

Nurture (convert 20%)

1

$Sales ($500 / deal)

$500

% ROI Increase% ROI Increase

up Results In…up Results In…

y Week Year

8 40 2,000

1 8 400

$ $0 $4,000 $200,000

260%260%

Is It Time To StProspects andProspects and

Through YoThrough Yo

top Letting Your C stomers SlipCustomers Slip

our Fingers?our Fingers?

What is foWhat is fo

• Education

N rt ring• Nurturing

• Ongoing contact O go g co tact

• Relationship building

• Providing long-term va

• Staying top of mind

• Differentiating yourself• Differentiating yourself

ollow up?ollow-up?

lue

f from the competitionf from the competition

Effective followthrough a comb

• Email• Voice Broadcast

w-up happens p ppination of media

• Phone Call P t l M il• Postal Mail

• Fax BroadcastFax Broadcast

Website without auWebsite without auutomated follow uputomated follow-up

Website with automated follow-up

Follow-up (New Pro

1. Send the info they re(email)(email)

2. Send a letter with mo(l tt )(letter)

3. Call to see if you canyquestions. (call)

4 Send a value added4. Send a value-added tips/education. (ema

Sequenceospects)

equested immediately.

ore valuable info.

n answer any y

email withemail with il)

Follow-up (New Pro

5. Send a promo offer t(email)(email)

6. Follow-up with limite( t d)(postcard)

7. Call with a final remi(voice broadcast)

8 Offer subscription to8. Offer subscription to offers and other valu(email)(email)

Sequenceospects)

to stimulate action.

d time promo offer.

nder for promo. p

future marketingfuture marketing ue added content.

Old Customer ROld Customer RRetention ModelRetention Model

New Customer Retention Model

Follow-up (New Cu

1. Send a “thank you

2. Send a gift. (lump

S (3. Send a survey. (e

4 Send valuable tip4. Send valuable tip

5. Present cross-sel

(postcard)

Sequencestomers)

u” message. (email)

py mail)

)email)

s (email)s. (email)

l and/or upsell offer. p

Follow-up (New Cu

6. Ask for a referral. (c

7. Make “thank you” c

Off8. Offer subscription t

(email)(email)

9. Put them in a custo

sequence. (newslett

Sequencestomers)

call)

call. (voice broadcast)

to communications.

omer nurture

ter, etc.)

“All About

Can we double

Case StudyCASE STUDYCASE STUDY

t Spelling”p g

e their sales?

“We are very cuyservice oriented, sofollow-up was our p

Previously, when a ca question we might haa question, we might ha

shopping cart, emapaper system apaper system, ajust to find the a

MMa“Al(pr

CASE STUDYCASE STUDY

ustomer o customer #1 priority.p y

customer had ave to check theave to check the ail system,

and moreand more answer.”

i Ri l Oarie Rippel, Owner l About Spelling”

rior to fixing follow-up)

GoalDouble The

StrategFix Follow-U

CASE STUDYCASE STUDY

:ir Sales

gy:p Failure

I iti l AInitial A

• SEO efforts were dt t ffistrong traffic

• Decent sales conveDecent sales conve• Newsletter opt-in o

(but no way to knowN t it li i• Not capitalizing on

A l iCASE STUDYCASE STUDY

Analysis

driving

ersion rateersion rateon website w who was who) hi h t ffihigh traffic pages

I iti l AInitial A

• 50% drop off betwepcycles

• No automatic upseNo affiliate/referral• No affiliate/referral

• Data in different plaata d e e t p a

A l iCASE STUDYCASE STUDY

Analysis

een sales stage g

ells (promos only) programprogram

acesaces

Fix Follow-Up

• Get organized – tag • Integrate shopping ca

follow-up systemp y• Add upsells to follow• Automate process to• Change newsletter oChange newsletter o• Add automated affilia

CASE STUDYCASE STUDY

p Failure Plan

customers / prospectsart / e-commerce into

w-up processo save human interaction opt-in to free reportopt in to free reportate/referral program

ResRes

• Grew list from 5,8contactscontacts

• Grew from 599 pu• Average order size

49 l f ffil• 49 sales from affil• Doubled sales in 7• 149% increase in

sultsCASE STUDYCASE STUDY

sults

63 to 10,632

urchases to 1,232e increased 16%i tiates

72 daysysales in 3 months

“We've been able to hire twfreed me p to ork on prodfreed me up to work on prodI never could have done thatdata was all scattered in diffedata was all scattered in diffe

But since everything is ceBut since everything is cemy assistants can handle c

and I don't have to woanything slipping throug

W i dWe win, and our customerMa“AlAl(aft

CASE STUDYCASE STUDY

wo VA's. This has ct de elopmentuct development.

before, when the erent applicationserent applications.

ntrally located,ntrally located, customer service orry about h the cracks.

i L i ”rs win. Love it.”arie Rippel, Owner l About Spelling”l About Spelling

fter fixing follow-up)

P ti l APractical A

1. Determine what type business needs. (10

2. Brainstorm sequencegroup (30 minutes)group. (30 minutes)

3. Build a 10-step sequebusiness (15 minutesbusiness. (15 minutes

4. Write your opening p5. Share and review wit

(30 minutes)(30 minutes)

A li tiApplication

of follow-up your minutes)

e concepts with

ence outline for your s)s)iece. (20 minutes)h group.

Fixing your foll

• Convert more lead• Convert more lead• Get repeat sales frp• Grow your busines

i ffgrowing staff.

low-up failure will:

s into saless into sales.rom customers.ss without

How do you fix youHow do you fix you

1. Make a commitme2 Create a follow-up2. Create a follow-up3. Find a system to a

follow-up.

Get a Free Twww.Client-Bridge.c

ur follow-up failure?ur follow-up failure?

ent.p programp program.automate your

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