Let’s face it; your customers buy from you because they want to. That means that unless there is some draw for them to keep coming back, they will go looking elsewhere. And when they do, it will be too late to get them back and you’ll lose the sale (or worse yet, a lifetime of income).
The good news is that there are things you can do to not only ensure your customer comes back, but returns often and recommends you others:
Customer retention starts at the sale point by Peter DeCaprio
1) The salepoint experience:
Your customers should feel like their purchase was the right decision and have no doubt in buying from you again. If your customers have any doubt about how much effort or expense went into making your product, they’re going to have trouble justifying the purchase.
2) Use social profiles on your website:
Ensure that you are present on popular social media sites like Facebook and Twitter . If you are having trouble thinking of things to tweet or post, why not ask some of your happy customers? They may be more than willing to give advice or share their tweets with friends.
3) Communicate frequently:
Don’t wait for something bad to happen before reaching out to a customer. Not only is this considered extremely rude in one-to-one relationships, but it will communicate that you care very little about their relationship with your company. Try using systems like Intercom, which works across multiple platforms, so that all messages get sent automatically through your website.
4) Update frequently:
Customers love to see that you are constantly working to improve your product. In fact, it can be a really good idea to show them the progress as you go along. Providing updates shows that you care about your customers and they will appreciate knowing how much effort you spend on their behalf.
Customer satisfaction comes from anticipating needs
5) Collect information:
The more information you have about each customer, the easier it is going to be to determine what their needs are and provide a better service for them. Use signup forms to collect as much information as possible so that contacts can be personalized down to an individual level.
6) Leverage social profiles:
Reviewing the profiles of your social media followers can be a really good way to anticipate what features they want. Don’t be afraid to reach out and ask questions about their likes, dislikes or what they’d like to see more of from your website in the future.
7) Understand the customer:
The better you understand your customers, the better you can cater your products towards them. Use feedback forms that are explicitly made for each customer group so that when new ideas come forward you will have a place to store them quickly and efficiently.
Customer retention is all about relationships
8) Respond immediately:
It’s shocking how many companies treat customer relations as a low priority, placing it alongside things like landscaping or taking out the trash. This is understandably going to lead to discontent among customers who expect their needs to be met as quickly and effectively as possible.
9) Develop relationships:
It’s all well and good providing great service, but customers need more than that to feel like part of a comprehensive team. Try sending personalized gifts or event invites that create actual human connections between your company and your clientele. In the long run, these sorts of things will yield far greater satisfaction from repeat business.
Customer retention starts at the salepoint, says Peter DeCaprio. By ensuring that you are doing everything in your power to make customers feel satisfied and valued, they will stay loyal to you when looking for products or services similar to what you offer.