For any business, working hard day and night, the top priority is always to keep the customers coming, to get them to try your products and spread the word around. But what quite a few tend to forget is what takes place after a customer has made their very first purchase with you. It is a start of a long relationship that’s going to take a lot more work for you to maintain it. Smart management lies in realizing that the real significance lies in retaining your customers.
Loyal customers seldom come often, but they can persuade if you’re great at communicating. One thing you need to remember is that each customer has a different demand. Some would want to smother, and some would be quite happy with only check-in once or twice. It is essential to effectively communicate your mission statement and your company’s core values so you can easily find customers who can relate to it and put their faith in you.
If we speak logically or in terms of measurable numbers, keeping your older clients and customers is less expensive than retaining the existing ones. So how exactly do you keep your more former clients happy and satisfied? Do you shower them with presents or visa gift cards? To help you preserve your customers happy and satisfied, we’ve compiled a list of strategies that could come in handy.
Most people will unknowingly be biased towards a particular product or company if the brand’s true essence resonates with them. For example, a lot of brands are making products that are eco-friendly and cruelty-free, which allows a large number of people to take a chance. While doing your market research, determine the target audience for your brand and revolve your mission statement around something that would easily resonate with people at large. Once customers like the brand and the brand’s message match their preferences and goals, they’ll stick with you for a long time.
Establish A Personal Connection
People like the feeling when they are recognized and acknowledged. Everyone wants to feel special, especially on holidays. As a company representative, you have to connect with the client via personalized emails, wish them a happy birthday, or to give them a discount code for their loyalty. You can use templates and change them accordingly. These types of personalized messages and emails show people that you care.
It’s quite cliché at this point to advise people to ‘be different’ or do things differently and think outside the box. But in its true essence, this rule gives businesses a competitive edge. What this should mean for companies is that brand should customize their deals and products according to the demands and needs of the clientele.
If you’ve got a mobile app for your business, you can send a bunch of notifications now and then. For example, if someone has been checking your app continuously for a week and later, they are longer active three days in a row. Based on their previous orders, items in their wish list, or those they have previously searched for, you can give them exclusive discounts or an individual free product once they are back to your website and woo them back in. It is how you take care of your customers and your business.
Strengthen Your Selling Points
Most customers don’t enjoy annoying and repeated calls from sales representatives mostly because of how persuasive they are and come on too strong. You need to learn to be patient with your customers and sell them the right way. Use the words they would want to hear like ‘discounts,’ ‘one time only,’ and ‘exclusive’ to grab their attention. There are a few words, like free, that tend to grab their attention even more, and when customers hear those words, they’ll be more than eager to make the purchase.
It is crucial to make the customer feel comfortable and not as if they pushed or forced. All you need to do is to politely nudge them in the right direction by using the words they want to hear.
Reciprocate The Effort
You need to go above and beyond for your customers. There’s no beating around the bush for that. It’s quite tricky to get this right on your first try since different customers have different needs, but there are a few points that remain constant.
Pay attention to what your customer likes and how they like it. Listen carefully and address their issues as soon as possible. Small issues, if left unattended, can quickly result in more significant problems and cost you your client.
After the issue resolved, check in on your customers in a few weeks to see if things are going as smoothly as you had hoped. The element of surprise and care can go a long way.
An Anticipatory Check
If more than one customer reports a problem, it understood that the problem might also hit the products purchased by other customers. So once you figure out a definitive solution, hit up the customers who have recently bought the same product and ask if they are having any problems.
In many cases, customers don’t always pick up their cell phones to ask a customer service representative. They slowly get disappointed and dissociate themselves from the company. Don’t let one faulty product cost you your client. Catch the problem as soon as you can and reach out.
It is quite well established and understood that to have a big family of happy customers. You have to have a fantastic customer service that includes customer feedback. Read through and listen to their feedback and what they have to say. Filter out the doable things and see how you can accommodate your customers to feel more welcomed and happy with your service and your product.
Always keep an open mind because the customer feedback surveys sometimes contain excellent advice that could improve the experience of many.
Not only will you be improving your standards for the one customer who needed it but also for a thousand others who were clueless about needing an upgrade.
The Final Word
Lastly, it is imperative to prefer quality analysis over a speedy one. When making a sale’s call, don’t be in a rush. Customer service is an art that takes patience and time. Customers are more engaged with a brand that takes their time with them, is willing, helpful, and courteous instead of being speedy and rushing through things to get it done.