As you know from past blogs, connection matters. How we interact with our customers matters. Giving them a great product or service will really only take you so far, but true customer service creates lasting brand advocates.
Companies that can retain customers and keep them happy for years are far more successful than ones that continue winning new business, but have high turnover. So what can we learn from those companies? How can we all turn our customers into super loyal fans?
Rhett Power, a Forbes contributor, writes a great list of ways to improve customer retention. Let’s dive in, shall we?
- “Diagnose the churn.” First step is figuring out why customers are leaving. Look carefully at what stage customers are dropping off and you can pull that valuable data into a “churn map” for a better visualisation. This will help you figure out exactly where the problems stem and you can address them. You can also use a quick survey when they unsubscribe or part ways to get more details on the true “why.” Where do your trends lie? Once you have that information, you can find solutions to keep other customers from dropping off for the same reasons.
- “Build trust so you can learn more.” You have to build up a certain level of trust with your customers. This is VITAL in today’s day and age where everyone is scared their data will be misused and mistreated. With that in mind, how can you gather data in the right way to better serve your clientele? Ensuring your data security practices are in compliance and fully transparent– meaning you give them control over their own data. People are much more willing to share their data if they trust your brand or if they are getting something in return, like a discount or a reward. Ultimately, the more data you can safely gather, the better your product/service will be- and that’s something we can all get behind!
- “Engage unconventionally for long-term loyalty.” The methods that brought people to your company will not work in the same way for existing customers. The conventional methods are just not enough here. A little creative thinking can go a long way in better engaging your current client base. Come up with fun ways to keep people excited and happy and they will refer you to all their friends. Of course, there is no one size fits all here, but you can find the right ways to interact and reward your customers by listening to them. What does the data say? Nothing creates a brand advocate like actually listening to their input and making it happen.
Now that we’re all on the same page of how important it is to create long lasting satisfied customers, go out and do it! Take it one day at a time and keep building up that trust and you will see quality results come through.