We all know that getting a customer to buy your products is never the end of it! You need to be proactive to retain said customer and to earn their loyalty. Here are some tips on how to have the best long-term strategy for your customer retention:
1.Decrease your customer support response times
Here are some staggering facts:
- According to a study conducted by SuperOffice, 41% of all companies did not respond to their customer service emails
- According to the same study, 90% of all companies don’t send an email to their customers to inform them that they have received their questions or emails
- Finally, the abovementioned study also found out the average time to respond to a customer inquiry is 15 hours and 17 minutes
Therefore, it is crucial to respond to your customers’ queries as soon as possible. In this way, you show that you respect their time and you take their concerns seriously. By doing this, you can affect their opinion about your company positively and even turn them into a loyal, long-term client.
2. Work with your customers
Customers who feel involved in the product creation process are much more likely to become advocates of your company. By asking your clients for constant feedback you give them the opportunity to voice their opinions and concerns. In addition, when you adjust or change your product based on the feedback you get, you show your customers that you value them. This increases dramatically customer retention rates.
3. Make your company customer-centric
Having a customer success department in your company is not enough. You need to make your company customer-centric. Why? Because your customers can feel when a company genuinely cares about its customers! This is something which radiates from every employee. Therefore, it might be a good idea to get every employee in your company, no matter their position, to spend a day responding to customers’ questions and trying to fix their problems. This will give them a clear customer-oriented perspective, which will influence and improve their future work.
4. Be proactive
This is one of the most important aspects of any long-term customer retention strategy! If you encounter a problem with any of your products or services, be proactive and inform your customers before they discover it themselves. The same applies if you have made any improvements or changes to your products.
By being proactive and getting in contact with your clients, you can re-engage with them and make sure they are not unhappy or leaving your company. If you notice that a customer is showing signs of leaving your company, be proactive and try to prevent this by addressing the issues bothering them.
5. Use feedback loops
Using feedback loops is extremely helpful in order to stay up to date with what your customers think about you. Send a survey request after any major event, such as finalizing a purchase, returning a product, contacting support, unsubscribing, etc. You can offer an incentive for customers to give you feedback, such as a discount code for their next purchase. Thus, you will not only receive relevant feedback but also encourage them to continue buying from your company.