Client Retention Strategies that Work
You might be surprised at how many businesses excel at direct marketing, yet cannot retain their customers. If you collate the data and crunch the numbers, you might realise that you could be doing more to please existing customers, and with that in mind, here are some effective ways to ensure that your customers do not stray.
- Call Handling– This is the one area where many companies leave a lot to be desired, and the dreaded “unanswered call” syndrome is something to keep at bay – at all costs! If a customer calls your support number and no one picks up, this is a big negative and does nothing to enhance the customer experience. The simple solution is to enlist the help of a call answering service, who would have a range of packages to suit, and this will ensure that every single call is promptly and professionally handled. Things might run very smoothly, as you have a superwoman manning your reception, and it is only when she’s off that things go awry. In such a situation, you simply ask the call handling provider to step in, and with your scripted greeting, all calls will be professionally answered and messages will be relayed to the relevant people. Some companies use this service as an overflow, and that way, you aren’t paying for a service you don’t use.
- Loyalty Rewards– Your regular customers are obviously happy with your products and service, and if you want to hold their interest, create a few promotions now and again. Offering a 10% discount for recommending a friend is just one idea, and with effective digital marketing, your interesting offers will be delivered to your clients’ screens. You could start a bonus points system, whereby every time a customer places an order, they get a corresponding number of bonus points, which can add up to great gifts.
- Staff Training– Whatever your chosen industry, your employees will be interacting with your customers, and with regular training on customer service, you can ensure that your company image is always a positive one. Your receptionist, for example, should be a professional, and if you don’t have one, contact a virtual reception provider who can tailor the service to perfectly suit your needs. One cannot afford an unanswered call, and staff politeness is crucial, and by outsourcing this most important of aspects, you are guaranteeing good customer relations.
- Follow Up– When a new customer climbs on board, someone from the PR department should send them a personalised email, introducing themselves and asking the customer about their experience. Aside from giving you great feedback, this will make the customer feel that you care very much about customer service, and with regular contact, you will be the first to know if something is amiss.
Customer retention is a critical aspect of any business, and by focusing on all customer interactions from the very first enquiry to product support, you will ensure that you keep all of your customers, which in turn, will lead to further recommendations.