Customer Retention: Having a Long-term Relationship With Your Clientsby Rasha Tiozon Online Media Specialist, Writer
Having a lot of customers is, of course, a good thing. But there’s something better than that - having customers that keep on coming back to you. They’re the ones your business retained because they’re satisfied with your brand. Even better is when they’re beyond satisfied, they became loyal to you. Now, that’s brand equity you got there -- something that a business aspires so badly. And how are you going to retain your customers to achieve this? Here are some tips.
Not because you’re done converting them into customers, your deal with them is over. Constantly checking up on them is a good thing. Have follow-ups. Ask if they are satisfied with your service. Know if there is something you can do to improve their customer experience. This way, they will feel like you have committed into them. Don’t treat them like those who easily come and go to your company.
Listen Before You Talk
As what the saying goes, “We have two ears and one mouth so that we can listen twice as much as we speak.” What your customers say about you can determine the future of your business. One negative post in Facebook about your company can spread like wildfire in just a few minutes. So, listen carefully and then, talk.
There is something positive about hearing and accepting complaints. At least, you know what’s wrong in your business. You’re informed about the things you need to focus on improving. You’re given a chance to do these things better the next time you encounter it again. Sometimes, what a customer want is for you to accept their complaint and apologize. Then, do something better the next time around.
Exhaust All the Efforts
Do whatever you can. If they demand something and you can do it, do it. If you can’t, offer a solution. If your client is abroad and demands your presence, have a virtual address to give them when they ask for it. There is something remarkable in going the extra mile for your clients. They will surely appreciate it. If not, at least, it feels better to think that you have exhausted all the efforts for them.
Mind you, it’s more costly to acquire a new set of customers than to retain the old ones. And besides, who doesn’t want referrals from your ever-loyal people?
Created on Dec 31st 1969 18:00. Viewed 0 times.