Thursday, October 15, 2009

The Customer Sales Process

Right now customers come to our website and book transactions. We process it and within a couple days they see the converted funds in their bank accounts.

Emails are triggered and sent out during the transaction process at the following points:
1) When you book the transaction you receive an email stating that your booking was successful;
2) When we receive the funds for your transaction we tell you that we've received it via email;
3) When we send out the converted funds to your bank account we let you know that it's on its way.

There's a missing piece here that we should have put in - an after sales component.

Why aren't we sending our customers an email say a week or two weeks after their transaction to encourage them to book additional transactions? We have seen customers who have exchanged with us once and left their accounts sitting there for months at a time before they do another transaction. Given that our customers are NOT speculators I wonder if our after sales tactics to drive more volume would even work - BUT, as a customer myself of other online services, I like to see that once in a while those services send me a value-add email.

With all these online services right now - an email with a catchy subject line would be a good reminder to the customer that your company is still up and running.

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