Customer retention is all about keeping your customer happy, ensuring they’re satisfied with their purchase and the service you are providing. And how do you do that?…By going back to basics and communicating with them.
Many businesses have a terrible habit of constantly communicating with prospects to bring them over the line and then once they become a customer, that’s it. Their interactions near enough stop because they’ve got what they wanted- the customer’s money in their pocket.
But what if those companies continued to communicate with their new customers?
Your communication with your customers should be ongoing and not end when they’ve signed up to your service or purchased your product. By continuing to communicate with your customers via email, you’ll remind them that you’re still there for them if they need you. That’s not to say you should be emailing them every day but once a week will be enough to let them know you value them as a customer and haven’t forgotten about them.
But What Do You Say?
Provide your customers with value- they bought a product or service from you, therefore you know what they’re interested in. So, provide them with content they’ll find useful, informative or interesting and keep them engaged with you as a company. Send them offers as a sign of your appreciation for their loyalty or simply remind them that you’re there to help should they need you.
If your customer has a problem, don’t wait to respond because you feel like you’ve got more important things to deal with first-respond as soon as you can. Even if it’s with an acknowledgement of their complaint, so that they know they’re not being ignored and resolve their issue as soon as possible. The way you handle a complaint can be the difference between losing and retaining a customer.
Pick Up the Phone and Talk to Them
A personal touch can go a long way. If someone sold you product or service, wouldn’t you appreciate a quick call from them a week later to check if everything was ok?
It’s important during courtesy calls like this to be solely focused on them rather than trying to sell something else to them only a week later. So, ask the right questions and if your customer has an queries or problems, now is the time to address them. Doing this will avoid issues further down the line and increase your customer retention.
Ask for their Feedback
By asking for customers for feedback, you can again show them that you value them as a customer and care about their opinion, but not only that, you can make changes that your customers want to see.
So, you see communication is the key to customer retention at every change of the sales process and should not end after on-boarding. Checking up on your customers regularly is vital if you want to keep them. However, this can be very time consuming and difficult to keep on track of- that’s where InTouchCRM can help. Automate your emails, send surveys to elicit feedback and keep on track with your customer communications.