Companies large and small spend lots of time and money trying to attract new customers. Heck, we help them and know what they are spending on everything from packaging to web-design to social media. Even for a small business it can get expensive.
But, are you doing the right thing? Are your current customers satisfied with what you are doing/selling/providing? Or are you scrambling to always find "new customers" because your current crop is leaving?
Tough questions and let me offer some suggestions:
- Be Customer Friendly - This starts with communication. In a recent study from Pegasystems 69% of consumers believe “being available when I need help, in the way I need it” is critical to retaining your customer base. But how do you know if you are not being focused, along several channels, to what help your customer needs? That's why we urge our clients to use organic social media so you can BE THERE when the call comes. That is also why we abhor the use of automated phone answering systems and always suggest that a real human answer your phone. Don't make the customer wait, guess or go elsewhere;
- Connect With Your Customer - In a recent Forbes article we read this: "71% of consumers believe that companies should do a better job of creating more attractive loyalty and rewards programs. Unfortunately, companies have yet to receive the memo: Less than a quarter—24%—are focused on creating loyalty/rewards programs. Instead, 69% of companies are conducting outbound messaging to improve customer engagement." This isn't about "piling up points" this is about connecting in real and specific ways. Having the ability to deliver personalized service, being truly helpful, understanding and working for...them;
- Respond Quickly - There is a reason why Facebook bumps your engagement and tells others how quickly you respond. You see, it matters to consumers. Yet we've seen businesses from restaurants to professionals who only use social media to push their message rather than engage the consumer and ignore the questions or calls for help. Responding quickly requires you to monitor your social media.
I get it...all of this takes time but retaining a customer by delivering what he or she wants when they want it matters.
Thanks for reading!