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Wednesday 8 February 2017

Strategies To Boost Customer Retention


By: eddykenworld | Time: 19:09 | Label: |

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# 1: Analyse the different types of customers

Understanding the different customer segments that make up your customer database is very important. It is desirable that you separate them into segments such as loyalty or loyal customers, low-performing customers, and non-active customers, among others.

Once you have your customers segmented into different groups, you can go even deeper to understand their needs by type of industry or business. This will allow you to adapt to the offers so that they find them irresistible.

It will also provide your sales and customer service representatives with the specific data and examples they can use to explain how your products and services can meet the needs of that industry and individual customers.

# 2: Measure service performance

This is a key strategy because you need to ensure that customers receive the level and quality of service they are supposed to receive. In addition, this helps to ensure everyone in the company is informed about the extent to which those goals are or are not being satisfied.

This means not only the measurement of specific numbers, but also measuring the perceptions that the customers have about the quality of the service. This is certainly difficult and cannot satisfy every customer every time, but it is in the pursuit of excellence where we observe an improvement in customer perceptions.

# 3: Meets commitments, both implicit and explicit

There are a number of things that customers can forget and forgive. But what they will always remember, and will make them seek another company to meet their needs, is a company that does not keep its promises. You must always be very clear about what you will do and when you will do it. Then make sure you do it in a timely manner. To finish you have to contact the client to close and thank you for your business.

# 4: Encourages customer engagement

Involving customers often mean nothing more than getting customers to commission more jobs. This creates economic savings that you usually share with customers and provide an incentive to maintain the relationship.

If a relationship is comfortable for clients, inertia usually stays the same.
But if a client makes a bigger investment with you, the relationship is usually safe for a considerable period.

Psychologically, clients are often highly motivated to participate in the customer service process, and are usually identified closely with suppliers in "associated" agreements. This tends to increase the probability of customer retention.

# 5: Create a Disaster Recovery Plan

Why having a disaster recovery plan is important to retain customers? The answer is simple. The longer the delivery time expires, the more money it costs you and the more frustrated your customers feel, because they can not use the product or service contracted.

Customers want a reliable product and / or service and want to be able to contact you whenever they need help. If you can not afford them, they will look elsewhere.

# 6: Try to have a fast response time

One of the most important aspects to retain customers is to provide a fast and satisfactory solution to routine complaints, complaints and requests. Customers want to be taken care of quickly and solve problems in a timely manner. Customers are more likely to remember how you handle a topic than the question itself.

# 7: Offers a unique feature service

Why invest in offering unique features? My answer in two words: competitive advantage. If you offer products and services that your competitors do not offer, your customers have nowhere else to go to get what they need. You have to work to become a "one-stop shop" by adding new products and services when demand demands and improving, at the same time, your existing products and services.

# 8: Empowers Customer Service Staff

Agents who have been trained in capturing customer feedback can detect customers who are not satisfied or are considering buying from the competition, and can pass that information to the company. They must also be trained to pass on competitive information so that their marketing department can take appropriate action.

Forming them on basic customer retention techniques gives them the tools they need to keep customers. This is achieved by adequately addressing the claims, turning unsatisfied customers into satisfied and loyal, and educating customers about the value of your products and services.

Train customer service staff so they are familiar with systems, policies and procedures and giving them a thorough knowledge of the product and service, professionalism and prompt response to customers is key as it assure that customers derived optimal satisfaction. Hence, customer service staff need to be fitted.

# 9: Automate the end lower, customize the upper ends.

This strategy is key to retain customers as it allows you to automate the routine tasks that sales, customer service and marketing carry out every day, thus freeing up valuable time that can be used to call.

# 10: Know Your Customers

Be a consultant and ask your clients questions. This will allow you to guide your customers to buy products or services that interest them to gain maximum satisfaction.


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