How to retain customers

[kappa84]

What are those things that are influential for a customer to become a loyal one? A good price is ok, good delivering services also, but I think the most important thing that counts is customer satisfaction overall. Why is so important to retain your customers? Think about how much you would lost if about 5-10 % of your customers would leave yearly. Calculate your evey year costs for obtaining new customers and put those costs in a balance with costs to satisfy your existing ones (that doesn’t mean once you have lots of customers there’s no room for others so you can stop advertising, no, advertising is for ever available, look at Pepsi and other great companies all around the world).

Retaining customers also means advertising. How is this possible you might ask. Consider that a loyal and satisfacted customer will spread around word about your services and products and will become an advertiser for you, for free.

Let’s jump over this intro and get into real business. Here are some good steps to follow in order to retain your old customers and deliver them a good customers’ satisfaction.

1. Always interact with your customers through different communication channels. Allow them to subscribe to a newsletter, send them greeting cards etc.

2. Provide your most-valued customers with better services than average ones. Offer them better paying terms, greater discounts, free phone lines and any others that might increase their loyalty to your firm’s products/services.

3. Deliver them continuous superior value, quality goods and quality services, so that competition don’t even interest your clients because it worths sticking with you.

4. Always listen to what they have to say, analyze their complaints and improve your services with their help. They need to know that you care about what they have to say in this “partnership”.

5. Try to solve every customer’s problems. Fast. Keep him informed about every step you make. If you can’t handle his problem, get help. Show your customer that you put all your efforts in order to solve their problems and that you appreciate him.

6. Offer your best clients surprising gifts, like a free trip to a sunny place. Of course, if it worths doing that.You could monthly create a “customer of the month” contest for example with the above prize for him.

7. Always bear in mind this question: How can my customers’ needs can be fulfilled? Write answers down and take it step by step in order to meet their needs.

8. Think for a long-term strategy. For example, keep in mind that offering great discounts always attract customers that look for bargains, not loyal ones. Once competition has a better discounts offers, those customers will surely leave you, so try to create a clients database that are loyal due to your services/products great value.

9. When offering a service you could surprise you customers by charging them with less than expected. That’s a great gesture for your customer and they’ll sure appreciate it in the future.

10. Every time you’re done with a deal call your customers and ask them 2-3 questions about their satisfaction. Like Toyota does, they always call and ask you how’s the car, how were the employess and so on.

11. Be trustworthy! Never promise something that you cannot do, never lie them and always trust them honesty. That’s what builds-up a true relationship with them.

12. From time to time, become a customer. Put yourself in their position and start analyze your competition. Notice what they can improve, where they’re above you and where they’re wrong. Ok, now go back to work and apply what you’ve seen on your competition.

13. Remember their birthdates and send them a small gift, nothing spectacular but something that will make them appreciate you. For instance, an IT online shop always sends a 5% discount coupon when it’s my birthday, it’s not much but it’s something that competition doesn't make.

14. Not only you must handle with customers’ retaining, but also your employees. So train and educate your staff in order to improve their behavior towards customers. You could also offer incentives for them to put their shoulder more in customers’ retaining. Listen to your employees’ ideas, they might have something innovative to improve operations.

15. Kindly ask your website’s visitors to complete surveys. Prepare some questions that will answer your customers’ interests. Do not create surveys that take an eternity to be filled, only important questions to be added and that’s all.

16. Every order should be treated with professionalism. Make your customer aware about every stages involved in this operation.

17. Last, but not least, try everything in order to make your customers happy. This will ensure a long-last relationship between you and them, a win-win situation.

[5stariipl]

Also increase more products at your site or store so that user have no need to find it at other site or store.

[kappa84]

You mean like having a lot of products stored? Making supplies means lots of money to invest, better you find a vendor that reacts quickly to an order and doesn't make any problems for your business.

Or not?

[alevin46]

Hello Friends...........

1.Find the right customers for your business. It is very important that the customers you acquire for your business are the right ones, since this will make it easier to retain them as time passes. You need to know your customers and cater to their needs so you can retain them in the future.

2.Offer incentives to your employees, so you can retain them. Since many customers come to depend on the person they are dealing with, it is important to keep employees happy so they don't decide to go to work for your competition.

3.Remember your customers, since people need to feel special. A simple thing like acknowledging your customer can have them coming back to your business again. Everyone likes to think they are memorable and even just saying hello to them can make their day.

Thanks

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[adtraka107]

In addition, exceed the normal customer service/expectations by doing something extra to keep them coming back.