Even once you’ve made a sale with a customer, maintaining customer loyalty is vital to the success of your business. Loyal customers are those who repeatedly purchase your product or service and who refer your business to their own networks. Retaining current customers is often even easier and cheaper than acquiring a new one. Keeping satisfied customers is so important for your business, and we’re here to show you how to make sure your customers stay right where they are.
Pay Attention to Complaints
When a customer reaches out with a complaint, it means that he or she is frustrated with your business. But beyond that, it also means this customer doesn’t want to leave – instead, they’re taking the time to contact you because they want the problem to be resolved. While receiving a call from a customer, there are a few things you should keep in mind: listen to everything your customer has to say, be empathetic and really try to understand, and focus on solving the problem. Beyond a telephone number, have multiple forms of communication for your customer to be able to reach you. The longer it takes, the more frustrated your customer will become and willing to cancel your services.
Follow Up and Keep Contact
Most companies will stop at solving their customer’s problem and won’t keep in touch to make sure their customers are still satisfied. To distinguish your company from the others, take the extra step to follow-up and make sure everything is okay. This will only require typing up a short email or making a quick phone call on your part. For your customer, however, it shows individual attention and makes them feel special.
Create a FAQs Page
You’ll start to realize after awhile that many of your customers will contact you with the same questions or problems. Rather than spending more time for both you and your customers, creating a FAQs sheet is a great way to anticipate what your customers need. If you’re not sure where to start, have a meeting with your employees to discuss what the most common questions and/or concerns you’ve received are. Or bring in a focus group and show them your website and see what questions they come up with about your business.
Make it a Two-Way Transaction
After your customer purchases your product or service, that shouldn’t be the end of communication. Don’t make business between you and your customer just a one-way transaction. Create meaningful conversations with your customers by providing them with useful content (whether that’s how-to guides or podcasts) or even just check-in every once in awhile and make sure they’re satisfied with your business. By taking that extra little step to show your customer you care, they will reciprocate the favor and advocate for your brand.
When it comes to customer loyalty, showing individual attention and maintaining constant communication is key. Having a solid base of satisfied customers is essential to the future and growth for your business, as they will become your biggest spokespeople. What other ways can you make sure to maintain satisfied customers?