Retaining customers can greatly improve revenue and be the main factor that drives your business forward. To pull off great retention stats, you need to really look at things from the customer’s perspective. Here are seven ways you can do this successfully.
1. Use a CRM system.
A customer relationship management (CRM) system is designed for managing customer relationships, which can help create happy, loyal customers for years. CRM software can store all the important customer data from all contact channels and help employees prepare in a better way – allowing personalization of communication and service as well as improving customer experiences.
2. Use live chat software.
Live chat is a valuable customer support tool many B2B customers prefer above any other support channel.
Customers love live chat for various reasons. First of all, this type of communication suits them, as they can instantly contact someone and communicate just like on social media.
They are able to get quality help from an agent that can also share important documents through live chat. Additionally, it’s possible to integrate live chat with certain CRMs so agents can always have the information they need about customers and offer better, personalized help.
3. Don’t neglect the customer experience.
In the highly competitive business market – where customers can choose from so many organizations offering similar services and products – customer experience can often be the only thing that sets a business apart.
If you don’t adapt your approach and give great satisfaction to each and every interaction your customers have with your brand, you won’t be able to win them over. Customer experience is the way they perceive interactions with you and how they perceive your business. It must be on the same level throughout.
4. Proactively engage customers.
Being proactive when engaging customers means offering solutions to potential issues before they even approach your business with their problems. If your customers start their relationships with your brand in a positive way, make sure they remain happy by contacting them constantly and engaging them instead of just waiting for them to contact you and reacting to their inquiries.
Inform them of any changes, discounts, promotions, and new offers consistently. Show them that you think of them. This is how you will secure their loyalty and keep your brand in their minds.
5. Make your business stand out.
When you’ve clearly defined your brand, make sure it’s as visible as possible. If not, your business won’t be able to generate the interest it needs to win over customers. Allow customers to get to know your brand through social media, Website presence, blogs, or any other plausible online presence.
Be consistent with your branding and deliver what you promised. This is how customers will start to feel like they are a part of your brand – or, even better, a community where they know what to expect and what they get in return for being loyal.
6. Create a customer on-boarding program.
Customer on-boarding to retain new customers requires presenting them with product or service knowledge and asking them to use the same to suit their needs.
Show them the value of using your products or services and provide them with instant satisfaction when they convert. If you deliver what you promised, they will feel like your business and products are worth their loyalty.
7. Ask for customer feedback.
Welcoming customer feedback shows that a business cares how it is perceived by its customers. Not only this, but you will be able to get valuable insights about how your brand looks and where you can improve your services or products.
No matter what kind of interaction you’ve had with customers, ask them to give you feedback and show them you value their opinions. Customers love brands that care about them and listen to their voice.
Jared Cornell is a customer-support specialist, a marketing evangelist, and a book lover, associated with ProProfs Chat. Jared is passionate about customer support and loves to solve customers’ queries. He is always keen to develop new strategies to help customers seeking live chat assistance for a delightful experience.