Someone has to write this – it’s not easy to keep customers. And each small, medium or large business owner is aware of this fact. As when building any relationship, including one with customers, it is not always immediately clear what the other party expects. It takes a lot of work and dedication to pleasing your customers.
However, what you get in return from customers is very valuable. They can be your biggest fans, strongest allies, and best influencers. If you treat your customers well, they will be loyal to you and your brand.
Without any doubt, it is the customers who can make a brand successful. But if customers are unhappy, it can affect the brand on so many levels. Some levels you probably couldn’t even think of at the moment, and selling is just one part of it.
If you too are struggling with how to retain customers, then this is the blog you need to read, then save and finally implement. In it, we will deal with the reasons why customers leave, but also how to change it.
1.Poor customer support
This is one of the primary reasons customers will turn away from your brand. Poor customer support, which does not respond quickly to customer inquiries or does not provide enough information, leaves a bad impression on the customer. The next thing the customer will do is leave, and therefore the customer retention rate will drop. Be aware of this fact: 90% of dissatisfied customers will leave before they tell you what you need to improve.
How do you fix this? If an error occurs, the one you are responsible for, try to respond to the message of the dissatisfied customer as soon as possible. Provide the customer support team with enough information to do their job well. And lastly, be sure to check where the error occurred, in which part of the internal procedures there is a problem, and do everything to prevent it from happening again.
2.An insufficiently effective process of familiarizing new customers with a product or service
When introducing customers, for the first time, to your product or service, it is important to listen well to their questions and dilemmas they may have. Additionally, this is a process where you show the customer everything your brand has to offer.
It is precisely these first moments when the customer gets to know the product that is the most important because then the customer gets to know not only the product, but also the brand, and the way it treats customers. If this process does not go according to the customer’s expectations, this will leave a bad impression or even drive the customer away.
Research shows that brands focus much more on attracting new customers than on retaining existing ones and it looks like this in percentages: 18% of companies focus on retaining and 44% of them on attracting new customers.
How to improve the customer introduction process? Try to personalize this process and create solutions that are tailored to each customer. This especially applies to service providers, who need every customer to adapt and give them the feeling that they will always be at their service. That should be the goal at the beginning so that if they have a problem or don’t understand how the product works, you will be there to explain it to them.
3.You don’t communicate well enough the product or service value
First, let’s get this straight: price and value are not the same. A customer buys a product with money, but what the customer gets in return is value. And when we buy, we usually don’t choose a product based on price alone, other factors are also involved. But the most important factor is certainly the value that we rightly expect and we get it from the best ones.
We always come back to good examples on a global level when it comes to explaining the value of a product or service. One company that knows very well how to communicate the value of its products is Apple. Despite the high price of the phone, customers opt for this product because they think it offers better value than others. This is certainly true if we look at their results because they manage to deliver complete solutions to customers, which is why they keep coming back to buy exactly these phones.
And how can you clearly show the value of your product? First, you need to know what makes your product stand out from others. What is that one thing that sells it and makes it different from the competition? Communicate the benefits of using your products loud and clear on all social networks. Educate salespeople to be able to highlight the value of the product in relation to its price in every conversation.
Customers are your biggest support
If you should remember just one sentence from this blog, it would be this one: your existing customers are what make your business. Also remember this bonus thought: your loyal customers, who have been there for years, are the precious thing that keeps you going, and therefore you should take care of them with special care.
Of course, new customers are always a goal to aim for, but it’s important to know who is currently there and who supports you. These are customers who have already had a positive experience buying your products, and in order to buy something from you again, you need to pay enough attention to them. Listen to them, find out what they need, and if they want any changes in relation to their needs.
Finally, if you want your business to thrive and your sales rate to grow, it’s important to nurture your brand. We are here to develop a brand strategy with you that brings success, so contact us and bring sure growth to your business in the coming years.
