Once you know why people might turn away from your message, you can formulate a smart strategy for reeling in new customers.

You can quickly create a customer retention plan that incorporates all components of your business.

Here’s how to get started:

 

• Look further than traditional reward programs. Most customer retention strategies reward customers for their loyalty. However, this strategy is only effective with consumers who have already purchased your products or services. Better: Create non-traditional rewards that lure customers into making their first purchase. For instance, you might knock 10 percent off the purchase price for a first-time buyer or tack on an extended tech support period.
• Fix the problems past customers complained about. Any concerns your past customers voiced are bound to be off-putting to new or potential customers. Strategy: Ask your agents to compile a list of those issues and then find solutions for them. Whether the concern is a higher price, unsatisfactory service or physical distance, you must resolve it if you want to retain customers.
• Keep customers in the loop. A regular newsletter, website article or response to feedback will help your customers feel like they’re part of your team. Do this: Whenever you introduce a new product, enhance a service or launch a feature, ask your most well-versed rep to write up an article about it. You can then combine those articles into a newsletter or post them individually on your website. Crucial: Feedback forms are your most critical area of contact because customers initiate the relationship. You must respond to these forms immediately.
• Give some things away. Your customers will remember you and come back for more if you induce them with offers, such as a free toolkit when they purchase a product or exclusive deals for those on your company’s mailing list. Why? Your freebie costs you a little but it nets you a lot when it comes to customers’ repeat business.

Filed under: Customer Service Corner