Attracting new customer is one of the most challenging tasks in any business. But what is trickier is how to keep those customers happy. Consumers these days have many options and a minimal attention span – if you fail to keep them happy, they’ll walk to your competitor next door. Investing time, effort and money in retaining customers reduces the need and cost of attracting new ones. Loyal customers also generate more sales, positive word of mouth and give honest feedback.
Follow these 3 simple tips to win your customers’ loyalty:
Walk the Talk, and More
It cannot be stressed upon enough to deliver exactly what you promise your customer. If your business tag line says you are the ‘most affordable burger in town’, be the most affordable burger in town. If you are a cosmetic brand that helps fight acne, that is exactly what your product should do. Alluring tag lines can bring in new customers but if your words differ from your actions, sooner or later, your customers will find out and you will lose them. With the market flooded with choices, a customer will think twice before switching.
If you have the resources, you can go a notch higher and exceed customer expectations. Your customers would love to be wooed if you deliver over and above what you promised. Go that extra mile – send them a complimentary birthday gift or give free tickets to an event – they love the personal touch.
Maintain Consistency in the Customer Experience
If you have succeeded in pleasing your customer once – maintain that customer experience by delivering the same service over a period and making efforts to improve it. A loyal customer will stay with you only if you are loyal to him. Do not lower the quality of your product or service to save on costs and not expect the customer to find out – because he will.
Deliver Exceptional Customer Service
Allow your customer to give their feedback – either positive or negative. Knowing whether they were satisfied or not is very critical for your business – it tells you where you lack and what you need to improve. Don’t let negative feedback take you down – it’s a good thing that customers are letting you know what you need to change to become more successful.
If customers come with complaints, listen patiently and respond willingly. You can please an unhappy customer just by giving them good customer service.
Customer Retention Model
Retaining customers is not just about loyalty programs or lower prices. Attention to details and consistency and improvement in quality is very important to retain the best customer so that they continue using your product.
Ask yourself these questions:
- Do you really know what your customers think about your business?
- Do they have an emotional commitment towards your brand?
- Do they think they your products deliver value for money?
- Do you think if they intend to keep purchasing from you or recommend you to others?
- Are they really satisfied with what you deliver?
Customer retention management requires an integrated effort from all departments – sales, marketing, management, IT and even supplier. It is important to know the answer to these questions, but what is more critical is what you do with this valuable information and how you use it to retain customers.
Let us know what you do to keep your customers happy.