Customer retention is important for growing any successful business. But if you’re like the majority of businesses out there today, you know it’s hard! Because let’s face it, no business is perfect, and no one likes losing customers.
One of the biggest problems I hear from a lot of small and medium businesses is they do not know where to start when it comes to increasing customer retention.
Here are 7 simple ways to retain customers:
- Use Salespeople to set expectations early
By setting expectations correctly, it gives your company the opportunity to go above and beyond them to exceed customer expectations.
Tony Nissen, National Solutions Manager at R&G said that he always likes to under promise and over deliver.
“There’s no better feeling in the world than to exceed my clients expectations. I see this over and over again at R&G, and our clients are always telling us that we deliver outstanding service. I strongly believe it comes down to setting correct expectations early so both parties know what to expect. Then it’s just a matter of trying to go above and beyond to exceed the expectations.”
- Use customer loyalty strategy to keep them coming back
Kolachi is one of the finest restaurants of Karachi with splendid food and more interestingly awesome customer retention strategy.
They always ask about quality of food during and end of the meal and if you don’t like the meal, fresh hot replacement is on the way.
“Customer retention as more than giving the customer what they expect, it’s about exceeding their expectations so that they become loyal advocates for your brand” Frederick Reicheld-
- Use customer satisfaction surveys to get feedback
Customer satisfaction survey is one of the highest form of reassurance from the customers that they are contend with the brand itself.
Cosmopolitan, one of the finest dine-in in Karachi has a very comprehensive survey form which they provide after dinner to the customers which helps them evaluate their service and improve their service accordingly
- Use email to send special promotions to customers
I personally recommend every customer relation manager of small and medium enterprise to take email address of their customers and update their database frequently. They should send their customers promotional mails once a week and also send event greetings. It’s a quick and smart way of keeping in touch with your customers.
- Use the phone to call and check in with customers
Few weeks back I got a call from a car tracking company, sales rep told me all the features of the tracking and all the facilities I could avail, I was very happy and interested in buying it. I told the representative that give me few days to think on my decision and call me back on Monday. 20 days have passed since that Monday she hasn’t called back.
Not only did she lose me as a client but potential multiple clients because of her poor follow up.
- Use blogs to educate customers and engage them
Having an engaging blog post from time to time helps you to retain your customers on the next level. It educates them about different topics and keeps them engaged.
- Use Facebook to build a community of engaged customers
It’s important to recognize that as a company competing in the B2B space, you need to be available to your customers where they hang out. Although Facebook isn’t the main channel our customers hang out on, it’s still an important part of our overall strategy for customer satisfaction and support.
I know you would be very angry that Facebook is not a place for business promotion, but believe me people having business in fashion, clothing and accessories have a big untapped potential market on fb. It just depends on how smartly you place your ads and how you position your brand in the world of fb.
Are you still thinking why retaining customer is necessary? You are probably thinking its easier to attract new customers than to retain old ones. Well, according to the Harvard Business School, an increase in customer retention by just 5 percent, can lead to an increase in profits by 25 percent to 95 percent.
Customer retention is undervalued and should be prioritized over customer acquisition!
By Dr. Arif Pyarali