Building good customer relations has always been important for the survival and growth of a business. However, winning customers’ loyalty is not an easy task. It happens gradually and with consistent effort.
According to a McKinsey report, only 13% of consumers remain loyal to a brand while 87% just shop around. This clearly states how hard it is to keep your customers coming back to you. There is no sure shot method to retain your customers forever. But you can at least keep them happy with quality customer services to ensure they think twice before switching to a different brand.
Understand Your Customers
It’s very important that you understand your customers so you can provide them with better customer service. Engage with them often by sending your new offers, loyalty benefits, new product launches, and referral benefits.
Use Google Analytics to get insights of their demographics, likes, interests, and behavior. Understand their purchase intent and monitor their buying journey. When you know who your audience is and what are their expectations, you can serve them better.
Follow a Standard Customer Service Procedure
You should follow a standard procedure for serving your customers. You can create a document or guide for your service staff to follow while engaging with customers.
A clearly laid out procedure and policy guideline helps streamlines the process and ensures compliance. It even builds a good image in front of the customer as they too understand the importance of following company policies.
And in situations where you have to go above and beyond to serve your customers, this creates a memorable experience for your customers as they feel special.
Train Your Personnel for Customer Service Skills
Conduct regular training sessions for your employees to polish their service skills. Show them the importance of soft skills and empathy to win over customers.
Deliver Consistent Customer Experiences Across All Channels
It is very important to adopt a consistent approach towards delivering seamless customer experiences across all channels. A uniform process helps build a better brand image and authority and leaves a good impression on your customers.
Now let’s take a look at some tricks that can help you achieve all the above:
1. Connect with Customers on Social Media
Build your social media profiles and connect with your customers regularly to win their loyalty.
2. Be a Proactive Listener
Be empathetic and a good listener. Acknowledge customers’ complaints and feedback and respond positively.
3. Try Inbound Marketing
Build your reputation through inbound links from influencers and high authority websites. This will get you referral traffic and sales in addition to building a good image in front of your existing customers.
Over to You
The ultimate aim of a business is to grow. And that can happen only by building consistent relations. Do all you can to keep your customers happy and acquire new ones.
For a visual understanding of the customer retention process, check out the below infographic.