Retaining your customer is just as important as getting them. But it takes work and creativity to make sure that they stick by you. Read below for 5 tips on how to keep your customers coming back and not going to your competition.
1. Know yourself and what you want
Basically, know what your company wants and who you are. Trust is the most important thing to create with your customers. Go and hire people to work for you from the community, ones who know and believe in your product.
Customers need to know that they can contact you at anytime through phone, chat, email etc. When you do talk to them, ask them for feedback about how the business is doing. Demonstrate that you are listening and take their opinion seriously.
2. Know your Customer
Know what are the ways that you can make them happy. With all the data that you are receiving, work with your engineers to get that data in shape to know how to better help your customer. For example: Contacts per transaction, what their top issues are, cost per ticket (how much does it cost to serve a customer?)
Don’t try to sell the customer something that they really don’t need. Sell them what they actually need
3. Manage expectations
Simply, don’t over-promise. Customers nowadays are smart, if they feel they are being taken advantage of, or lied to…they will simply go to your competition.
An alternative to over-promising is to offer rewards/discounts or events. They not only act as a marketing tool, but help the customer feel appreciated.
4. Keep an open mind.
The global business environment is a constantly changing environment, so don’t get stuck in your own ways, adapt to what is happening around you. Be creative. Keep things fresh and cutting-edge to keep your customer satisfied with who they are with.
”If you aren’t taking care of your customers, your competition will”
It really comes down to creating a long-term relationship with your customers and showing them that you care long after they have signed-up for the part.
Speaker Jessica Semaan from Airbnb, spoke about scaling Customer Operations and also gives some excellent tips on love relationships and how it ties in with your customer. Watch her presentation here: http://bit.ly/15WUz5g