A survey has shown that 46% of customers leave their supplier after the 1st order, 24% after the second, 14% after the 3rd, and 12% after the 4th. Therefore, we can conclude that a customer is genuinely acquired not with the first order but only after the 3rd order.
A significant effort must be maintained to achieve this. And there are no secrets: to keep a client you have to show him that you love him! To do this, make it feel at home!
The day’s question is simple: what to do to keep customers? And the answer can be summed up in 10 commandments.
Table of Contents
This is, of course, the basis of loyalty. Without a quality product/service, there is no second chance. The competition is tough, and the customer will look elsewhere.
Quality service is neat, reliable, relevant, and always in line with customer expectations. For the company, this implies two essential things:
All teams must have identical and complete information (sales, after-sales service, accounting).
The customer relationship must be fluid regardless of the communication channel preferred by the customer (email, phone, chat, shop, social networks).
The key to success: making each customer feel unique!
As a trader, craftsman, consultant, business manager … it is vital to keep your promises: product return policy, terms of sale, delivery times, prices, etc.
So that there is no misunderstanding, communicate clearly and transparently on your site through your price lists, brochures, offers, quotes, etc. Your (good) reputation depends on it!
To retain your customers, be demanding on response times and order tracking. If you think you won’t fulfill an order, let your customer know and find a solution.
Rewarding and valuing your customers remains an excellent way to retain your customers. It’s up to you to find an innovative system that will give them access to discounts, gifts, privileges, or additional services.
A loyalty program allows you to go much further because it allows you:
Listening to your client is probably the most straightforward and challenging thing to do. Because listening without acting is useless, heeding his advice should allow you to grow.
Also, encourage your customers to leave a review on social media and wherever possible online. Everyone wins. Today, more than ever, word of mouth (real or virtual) remains a very effective prospecting tactic.
Loyal customers like to interact with the company, with other customers. Allowing them to collaborate in the company’s development is beneficial for all.
Involving your customers creates a feeling of belonging and a solid emotional connection around your business.
Every customer is different. Understanding your expectations, habits, and uses is essential to adapt and personalize your offers.
Earning the trust of your customers is a long process, which begins with the first purchase and continues over the years. How do you make sure your customers won’t forget about you?
Anything can become a pretext for interaction.
Each entrepreneur, therefore, has every interest in maintaining a lasting relationship with his clients. But how to do it?
Also Read: Measurement, The Key To Continuous Improvement Of The Customer Experience
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