There’s no denying that customer satisfaction is crucial for the survival and success of any business.
Surely, you need to acquire more customers to meet your sales and revenue goals. However, in order to grow your business, it is just as crucial to retaining the existing customers.
Fostering long-term relationships should therefore be a primary objective of every business.
You think that you are doing everything right, but the customers just won’t stay. (more…)
Customer retention is arguably the most important aspect of marketing. If you can’t hold on to your customers, then what’s the point of spending money to find new ones? It’s like adding more water to a bucket that has a hole at the bottom.
You have to get to the solution of the problem. In this case, it means finding out why customers aren’t returning to your business and implementing a corresponding strategy to stop the bleeding. Here are a few ones you can try, depending on your particular problem.
Customer retention isn’t just about bringing customers back. It’s also about keeping them away from competitors. To keep your customer service from growing stale, try out these techniques:
Use chatbots to deal with minor complaints
If you give customers multiple options to contact your business, then it will get difficult to deal with all the complaints. Rather than telling them to contact a separate department, you should attend to the issue on the same platform.
In too many businesses, information exists in silos. Marketing departments seek to gather as much data as possible to convert members of your target audience into leads. Sales department repeat the process to convince leads that becoming a customer is a great idea. Then, the process starts anew in customer service.
How many times a day when you’re online does a site ask you to fill out a customer survey? And how many times do you actually complete it?
For many marketers, brand evangelists are the ultimate goal. Getting a member of your target audience to not only become a customer, but get so enthusiastic that they begin to share their experience with their peers significantly enhances your reputation and exposure, without any additional money needed.