Your customers are the blood that keeps your company going, they are a key asset of your company. No customers = No business. With this in mind, you should always find ways on how to retain your current customers.
Customer retention follows the same concept that human resource does – it is always cheaper to retain employees than hire a new one. So it makes sense to give time and energy in coming up with ways to keep your current customer base. Here are some suggestions that you can follow to keep your customers interested in you and your products and services:
Go The Extra Mile.
Going the extra mile makes your customers feel that they are important, heard, and appreciated. If you are able to make your customers feel that their business with you is important and appreciated, they will always return the favour by repurchasing your products. One way of making them happy is by offering them special incentives and rewards for repeat transactions.
When you are sending out email marketing communications to your customers, does the same message really apply to everyone? Think of the message from their perspective. Is it really relevant to that customer? Personalising your message in context of the content is really important. The more targeted you can be with the audience, the better the message is likely to be received and the more successful your email marketing will be.
Think about how your Employees feel.
Your employees are often the first in contact with your customers. So it is important that your employees understand the importance of showing your customers’ respect. You should make sure your employees understand that your customers will value the kind of service that they receive from them. However, remember you also need to make sure your employees are happy in their work, if they are then providing great customer service will be much easier for them. Considering employees as ‘internal customers’ can really help. So listen to your employees. Find out what makes them happy; offer incentives and rewards for performing employees, and make time to recognise their achievements. Simple rewards and recognition would make your company a great place to work.
One of the best ways to find out if your customers are happy with your service is through simple feedback. You should always allow your customers to leave feedback about their experience with you and your company. Leave your doors open for constructive criticism. Most importantly, you should leave your doors wide open for praises and recognition. The feedback you receive will be your source of information. You will know which department is doing a great job, or which department needs improvement. Always listen to your customers because it is their satisfaction that you should always look after and value.
Get it right or fix it right…first time.
Somewhere down the line, a customer will profess his or her dissatisfaction. As mentioned earlier, you should always listen to your customers. By listening, you will know the root cause of the problem. If you have identified the root cause of the issue, you would know what steps you should take to address the problem. It is important that you address the issue promptly and in a time-bound manner. Fix the issue right the first time.
In addition, you should also find ways how to convert your dissatisfied customers into a loyal client. Most often than not, if the issue of the client is resolved, that same client will become a loyal customer to your company. When settling issues, make sure that you face it with a positive attitude. This will let the customers know that you are ready to serve him or her no matter what type of dispute he or she may have.
These tips are very simple and a simple act can gain you thousands of good points. A happy customer is more likely to become a returning and loyal customer. So, do all you can make sure the emotional needs of your customers are met and satisfied.