Sometimes, acquiring a new customer for your products and services can cost you more than retaining the one that already exists. It is therefore important to treat your existing customers well before and after serving them. It’s good when customers keep coming back to you as this shows that they appreciate the service you provide them with.
Returning customers are very important to your business and a research showed that such customers tend to spend more when they return as compared to the last time that they came. The following are some of the ways that can help you retain and get more customers:
The first step to building better customer retention is laying out client expectations early enough. Do not keep promising what you cannot deliver, and ensure that you do more delivery. Give the best that you can since customers tend to remember negative experiences as compared to the positive ones.
Small and medium sized businesses are becoming more and more dependent on services to run their operations. One will be in a position to retain more customers if they prove that they are experts in their field of specialization. Becoming your customer’s trusted advisor builds loyalty with them. They will trust you, rely on you and also be in a position to advise you, thus recognizing you as an integral part of them.
If you want to build trust with them, identify some specific problems facing them and work towards solving each one of them.
Good customer service is key to having them back time and again. Many customers leave when they feel dissatisfied with services offered to them. You should ensure that whatever is offered to them is the best. This is from the moment they step at your door step up to that moment when they will be leaving. Appreciate them once and again for spending their money on you.
Asking for a customer’s experience or product quality shows that you are engaged in your business and that you’re looking for ways of improving them. Customers do have options to share feedback. Ensure that you respond to their comments and sending a satisfaction survey directly to them. This will not only help you improve your business but will also keep your business top of mind of with your customers.
Articles by Vera Shawiza.