Every business organization must build a customer retention strategy into their marketing plan. We all know that the cost of acquiring a new customer is much more than retaining a satisfied customer. Sometimes we get focused our day-to-day obligations, and we unknowingly begin to take our customers for granted. That is why is important for your organization to have a strategy in place to ensure that this customer connection is a priority in every aspect of your business. Here are a some tips to help your team create a loyal bond with your customers to you and your brand:
Focus On The Follow Through Every Step Of The Way
It important for all employees to commit to follow through on every step that they are responsible for in your customer’s experience. This attention to detail in follow through will lay a foundation for a more enjoyable follow up with the customer once the service has been delivered. The follow up and after care of any transaction is the cornerstone of customer retention.
Reward Customer Loyalty Every day we see commercials that entice new customers with “exclusive offers.” This exclusivity for the new customer needs to be repackaged exclusively for your loyal customer audience. Don’t forget that your competitor is targeting YOUR customer with the “once in a lifetime exclusive offer” as well!
Have a Conversation With Your Customer This conversation needs to be for “their sake” not for “your sales quota.” Communication can be done through a social media channel, or with a personal email, or a special handwritten note. Any type of sincere communication will allow your customer to feel appreciated and a part of your organization. A great way to build a feeling of belonging with all of your customers is to create a club or a membership card that becomes a way of belonging to your team.
Know Your Customers. Who Are They? If you don’t have a database or don’t use your customer list – how will you know what customers you want to retain? It’s important for you to know who your customer is, how often they may need your services, and how to contact them. You must anticipate that your customer will be looking for your services in the future, and find a way to keep track of all your clients — past and present — so that you can easily and quickly contact them.
The final tip and most important – Keep Your Promise. You must strive to build an environment where integrity rings true in your services, your employees, your website, your community activities, and in your leadership and expertise. You must surpass your customer’s expectation each and every time they choose you. This is the key to keeping your customer for a lifetime!
