Tips for killer customer retention

Every business, irrespective of the services it offers, is identified by its brand personality, the workflow, and the kind of value it provides to a customer. These 3 factors are what we collaboratively term as customer experience. This term is so often interchangeably used with the term customer service.

Let’s keep it simple! Customer service is essentially about the product offering and it focuses on the communication and problem-solving aspects of a business in a way to ensure that your customers are getting the best out of your service.

On the other hand, customer experience encapsulates the overall impression that they have at every stage of their involvement with the brand/company, and it ensures that every stage of the client’s journey is smoothly met by the business. This approach is extremely beneficial in retaining customers and building long-term brand loyalty. To achieve either of the two approaches, a structured workflow is mandatory for any business.

So, what is workflow?

If I were to cite a proper google definition, a workflow process is typically a series of sequential tasks that are carried out based on user-defined rules or conditions, to execute a business process. It could be a collection of data or tasks that are needed to be completed to achieve a specific business outcome. This is a process that every client will have to undergo up until they receive their final deliverables.

1. Listen: The very first tip is to LISTEN. It is very essential to be receptive to your client’s needs. In other words, be an active listener. This will definitely help you upscale your client relationships. In this sense, it gives you a greater ability to understand your client’s expectations and become more empathetic to their needs and necessities. Ultimately, communication is key for a smooth customer experience.

2. Set realistic expectations: This factor is extremely important. Setting clear and honest expectations is a basic, but huge, step forward because of the kind of impact it will create on your business’s ability to retain customers for the long haul.

So, explain your method so your clients will understand what you can/cannot offer.

3. Engage with your customers: For any business, it is vital to constantly engage with your target customers through the right tools and channels. So, keep up with the trends and demands to make sure that you’re communicating enough and more importantly, in an effective manner. This is the very foundation of handling a business that is heavily dependent on social media platforms. So, always be well acquainted with the latest technology and information because that will help you have a sustained long-term competitive advantage.

4. Elevate their experience: Whenever we talk about customer retention, one thing is clear – your marketing must be aligned with your customer’s interests. Sometimes, there might be risks that you may have to take on your entrepreneurial journey, but make sure that they’re calculated risks. The key is to go beyond just providing

great service and creating a beautiful experience that fosters a real, human connection between your consumers and you. This goes a long way in ensuring customer retention because people will always remember you for how you made them feel.

5. Receive feedback: Lastly, always be open to receiving feedback- positive or negative, as this will help you expand and evaluate your business operations. The process enables you to identify gaps in your business and plays a huge role in retaining customers.

On the whole, your current customer base is a huge asset to your business because customers already know your brand, the services it offers, and they appreciate that service.

So, focusing your time and energy on improving the experience for your existing clients as opposed to always trying to find new customers can be a powerful way to supercharge revenues for your business. Ultimately, at the end of the day, you want to ensure the customers you worked so hard to acquire stay with you, have a great customer experience, and continue to get value from your products.

Well, these tips have worked wonders for me, and I hope you find them useful whenever you set up your own business. For more, you can check out our Business Starter Kit. Let me know your thoughts!