Customers are the heartbeat and the life-blood of our business. Above all else, we as partners with the Juice Plus+ Company must go above and beyond to ensure that our customers have an incredible experience with our products and community. Through exquisite customer care you will not only deepen their belief in Juice Plus+, but also develop your relationship with them so they may be open to joining our mission and becoming a part of your team!
There are three key elements to great Customer Care (these will give you a Masters in Customer Care!):
HERE’S AN OUTLINE OF THE FIRST 120 DAYS CUSTOMER CARE
Most of this can be handled by text, message or email, but there are three which require phone call conversations.
DAY 1
- Know your customer’s objective (this is a conversation!) using the Customer Profile
- Invite your customer to our customer Facebook group
- Send congratulations ‘Hero’ image.
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DAY 2
- Send message: “I’m excited that you are beginning your Juice Plus+ journey! Once your box arrives, please send me a pic of you opening it!”
- Send ‘thank you’ image:
DAY 5
- Send message: “You will want to take 2 of each color capsule every day with a full glass of water.”
- Send ‘proper use’ image:
DAY 10
Send ‘Drop Zone’ image and explain what it is. (Where to keep your Juice Plus+ so you remember it.)
DAY 15
- With your customer, set up Customer Account Access. This is the link to give your customer: customers.juiceplus.com.
- Watch this video to learn all about the Customer Account Access: https://vimeo.com/421715187
DAY 20
- Check in with Customer – Any results? Give suggestions! Have they been taking JP+ consistently?
- Send ‘have you noticed’ image:
DAY 30
Send ‘Congratulations’ image:
DAY 40
- Check Preferred Customer Genealogy for Declines and Cancellations.
- Send another image (there are lots below!):
DAY 60
Send a sample or a video link of a product your customer is not taking yet. For example, JP+ Complete. https://youtu.be/-T8sjKnSTDM
DAY 90
Send ‘Did you know?’ image
TWO WEEKS BEFORE NEXT SHIP DATE
- Complete New Customer Experience Survey with your customer
- Send Image to notify of upcoming shipment
THESE IMAGES CAN BE USED AT EACH STEP IN OUR CUSTOMER CARE PLAN (a picture is worth 1,000 words!)
Click here to download all these images.
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