Strategies To Boost Customer Retention

# 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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Client Relations: 10 Secrets to Increase Your Sales

Prepare Your Start Strategy

 1. The first impression is key.

You will never get a second chance to make a good first impression. Therefore, from the beginning focus on satisfying the wishes of the customer and do not focus only on submitting an offer. If your start is weak, the end will be the same. Take advantage of the first meeting so that your consumers are convinced - through a good deal - that you are their best choice and, of course, that they are important to you too. Otherwise, then you will have to work hard to change a bad first impression.

2. Draw up a plan to win customers.

Planning your actions will give you great advantages to offer a service of excellence. Create a general plan before dealing with new customers and a special plan for your primary accounts. Outline each of your prospects based on general data and specific needs you observe. The purpose is to develop targeted actions to cover these gaps. Remember that the plan is only a starting point that should be adapted as the case, because each customer is different.

3. Listen first and anticípate.

Once you have drawn up a plan, the second step is called "anticípate". How to do it? It allows the client to explain in detail what you want. Sometimes words are not a sufficient resource to express what we actually feel, so also take into account the expressions of the face and gestures. When it is your turn to speak, use all the information you have captured to present the characteristics of your product or service as the exact solution to the demands made. Karl Albrecht, a management specialist and pioneer of the new service economy, explains in his book All Power to the Customer that "excellence in service is only possible when the satisfaction of customer expectations has been overcome." Conclusion: anticípate and sees beyond.

4. Choose a good place for your business.

The location is a fundamental point so that customers enjoy going to your business with pleasure and without complications. Take into account the routes of communication to get to your premises and the type of area, that is, that is not too conflicting, dangerous or difficult to access. It also considers it a priority to have your own parking lot or make an alliance with one nearby and offers a special rate for your buyers. It would not do any good if the design of your store is spectacular and you have the best products at competitive prices if you do not get people to come to you without major obstacles.

Meet Your Client

5. Study your market.

 Invest time to be an expert in your market. Attend trade shows and events that your consumers consider important. There you can live close to them. It also takes the opportunity both to observe what your competition is doing and to detect what kind of products and services are most in demand. Another option is to keep up to date on market trends through specialized publications and engaging and participating in chambers and trade associations.

6. Put yourself in your client's shoes.

 A serious mistake is to think that customer service is a standardized activity and that the same tactics will work to meet everyone's expectations. People are unique and special. Put yourself in the shoes of the other party and ask yourself the following question: how would I like to be treated: right or wrong? Then he offers a deal, at least, good. Better yet, excellent. It starts with a general plan of care and, as the case may be, designs specific strategies to create a "different" experience for each client.

7. How to start with the right foot?

The secret is to ask the right questions at the beginning and at the end of the conversation you have with a client. Thank him for the time he has given you and then ask: Just out of curiosity, reasons for keeping the appointment. A great number of them have dealings with various corporations and products, and they will inform you about such dealings. You just concentrate on listening. This fact will show that, on the one hand, you are interested, while you will get valuable information and the communication channel will be open for when it is your opportunity to present your proposals.

8. Ask the right questions.

 A common mistake is to question clients in an incisive way. For example: What goals would you like to achieve in your company? Even if you receive an answer, it may not be quite true. Another mistake is to ask: are you satisfied with the sales of your business? The answer will be "yes" or "no", ending with the conversation. Instead, consider this position: "Based on your experience, what tools, allies or resources do you need to increase your sales?" The question is direct and leaves the answer "open", inviting the consumer to share everything that you have in mind. Predict these situations and prepare yourself before an appointment. The client will feel that he is in front of an expert capable of providing him with an excellent service.

9. What does a client look for?

When a person buys a product or service he is actually buying emotions. If we all have five senses, it causes your consumers to experiment with each one of them. For example, going to the cinema is not limited to watching a movie, but to a moment of entertainment that is accompanied by images, sounds, food and drinks. "Quality" is what you should give the customer. "Service" is the way in which you are going to give it. You choose the way: Deliver a pizza in less than 30 minutes; A courier service in just 24 hours; If there is no business for you, we will give you back your money, etc.

Strategies To Conquer

10. Show why you are the best choice.

When you are in charge of the first task entrusted to you by your client, do not forget to provide updated information on your progress. It shares all the results - good and bad - and solves the problems presented together. Demonstrate, at all times, that you are doing your best and that you work to achieve mutual benefit. If you get it, you will not only build a good relationship, but you will also create a feeling of satisfaction in your consumer, which will help you improve the chances of winning that account and many more.

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Putting The Customer First: Secret To A Successful Business

After many years of working with companies around the world looking for the answer to this question I have discovered that customers are as demanding as relentless. They will more than reward those companies that serve their interests, and likewise allow those companies that serve them poorly to fail.

It's not that customers do not care about the fate of a particular company, but they worry even more about themselves, and their own satisfaction, than they care about the success or failure of a particular company. When you see a business that has broken down and had to close its doors, you can be sure that it has been a business that either did not want or could not serve enough customers at a price that would allow them to continue operating. Customers simply silently leave that business, let their friends know, and never come back.

The second part of this law says that customers will always seek to pursue the easiest way to meet their most pressing needs. From the client's point of view, all his actions are perfectly calculated. The client always knows what their interests will best serve. When you embark on a new business, you place all your financial future at the mercy of being able to satisfy your customers every day. From the moment you open your doors, your customers will determine what you will sell, how much you will sell, at what price, and what your profit margin will be.

The third part of this law says that every business plan must begin with the customer in the centre.
One of the biggest dangers that any company can run is losing contact with its customers and the needs they seek to satisfy. Many entrepreneurs tend to talk too much with each other, ignoring the person who ultimately determines the success or failure of the company.

Any board of directors, any marketing committee, any new product development team, should erect a mental statue of their client and put it on the same table where they sit down to make decisions. Before any meeting that discusses what you want to do as to your product or service is concerned, ask yourself: If this statue of truth were my client, and he would be here, listening to us, what would be his impressions?  What will he or she think about our plans? Will he or she support our decisions?

Concentrate on your client. Recall that it is he who gives life to your business.

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How To Gain Customer Loyalty To Increase Your Sales

Who Is Your Customer 

A Customer is someone who buy or patronise a business. It can be refer to an individual who has a deal with a supplier, shop or business.

Customers, whether members of the public or other organizations, are crucial to the success of any business since they represent its fundamental source of revenue. It is therefore, crucial that businesses create a sense of loyalty among customers for their brand.

 Customers Versus Clients

A Customer is someone who offer money in exchange for goods and services from a store or business. The word, client, can also mean customer, according to the American Heritage Dictionary, but it has a separate definition as someone who receives professional services. In business, the two terms are often applied differently based on the types of relationships built.

Customers are generally people who come mainly to buy products or services you render. Clients buy your advices and solutions personalized to their particular needs. Customers could be one-time or repeat patrons, but generally lack loyalty to the company providing the products and services. Business such as retail stores, restaurants, service stations, supermarkets, banks and amusement parks typically consider their patrons as customers. Patrons needs are met by the fixed-form goods and services priced sell. Where products and services need a lot of personalization and customization, patrons are often thought as clients.

Closer professional relationship are built with clients over time. Businesses such as law offices, graphic design firms, talent agencies, accounting firms, health care providers and match-making services offer ongoing advice and specialized solutions to clients.

 The Place Of A Customer In A Business Enterprise

Customers are  assets to every business because they are the reason for the enterprise existence. The are stakeholders in a business enterprises who exert some level of responsibilities and control over how a business operates. Often time, small-scale enterprises fail to understand the influence of customers to their business. There is a misconception that they invested the resources required for the business and the customers cannot dictate how the business decide to operate. Customers, unlike other stakeholders such as sponsors, product managers and project managers, are they bloodline of a successful business.

Concern For Customers

What's your business or company's most valuable asset? Maybe your fantastic products, your supportive shareholders, or your brilliant team come to your mind. But without satisfied customers, you'real out of business.

In the average business, for each customer who complain about your products and, or services, there are 26 (twenty-six) who feel the same way and don't speak up. They customers who feel poorly served will tell between 8 (eight) or 16 (sixteen) people about their negative experience.

Thus: 1% die everyday, 3% move away to your competitors, 9% go for cheap rates, 19% are chronic customers, 68% leave due to bad or poor service.

 Understanding Customers Needs

Customers go where they are invited, and stay where they are treated well. Focusing on the customer and his experience at every customer touch-point is important. Customer service experience means giving customers extra satisfaction for the service rendered.

Customer needs may include but not limited to;

1. To be recognized and remembered

2. To feel comfortable about a want or need.

3. To feel respected and understood

4. To feel valued and be appreciated

TYPES OF CUSTOMERS 

It is important to know the various types of customers to be able to render superb customer service. People are unique with different character, belief and culture. They react to situation in different way with specific needs or wants.

The types of customers may include knowledgeable customers, irate customers, abusive customers, complainers, ramblers, timid customers and disinterested customers.

A. Knowledgeable Customers

These types of customers tend to know alot about the service and the industry. They ask questions intensely and get dissatisfied with unsure response. They may deliberately ask questions to test your knowledge and,  are hard to convince. They tend to be unfriendly and like to show off their knowledge.

• Ways To Deal With  KnowledgeableCustomers

1. Try to satisfy their queries as best as you can.
2. Do not show impatience
3. Do not try to convince or close from your side while conversing and Do not refer to the topic which you Do not have in-depth knowledge
4. Do not talk out of context
5. Do enough research and prepare before you meet him or her
6. Keep steady pace while conversing

B. Irate Customers

These type of customers have high-pitch speech that can cause burn-out. They usually pause for long, sigh and can be very demanding. Give short-terse answers and loud volume.

They are usually impatient, poor listeners and very aggressive. They can be impolite and abusive.

• How To Deal With Irate Customers 

1. Listen attentively to the customer
2. Accept and acknowledge the problem; don't give excuses
3. Don't be negative but endeavour to frame information in the positive 
4. Don't take anything an angry customer say personally
5. Don't delay take immediate action 

C. Abusive Customers

These are customers who goes beyond expressing anger about a problem.

They begin attacking the person handling their complaint or concern. 

May also result to personal attack.

• Dealing With An Abusive Customer

1. Stay calm
2. Understand that you are not the target.
3. Politely inform customer that you may discontinue further dealing with them should the attack persist

D. Complainers 

These types of customers are often sceptical, critical, and they can be very naggy.

• Ways To Deal With Complainers 

1. Pay attention to their complaint 
2. Tackle aggression with warmth 
3. Convey attention through your body language 
4. Find the best possible way to resolve complaints 
5. Confirm If customer is satisfied with the solution 

E. Ramblers 

These customers are usually talkative, disoriented, and uncertain of their want.

• How To Deal With Rambling Customers 

1. Ask specific open-ended questions to identify problem 
2. Remain cordial but focused 
3. Ask close-ended questions to maintain control of the situation 
4. Keep track of conversation and respond positively to non-business conversation from the customer.

F. Disinterested Customers 

They are usually distracted, ignorant and bored.

• How To Deal With Disinterested Customers 

1. Reassure the person who is not interested in buying 
2. Ask questions intensely while conversing 
3. Inform them about the product features and its benefits 
4. Maintain short conversation 
5. Do not show impatience 
6. Keep steady pace while conversing 

G. Timid Customers 

This can also be referred to as nervous or shy customer. He likes silence most, and, prefers to remain silent and avoids to talk. He is supersensitive and feels hurt If the salesman says anything against him. He does not want to display his knowledge but do not want to be criticized. Quick in taking decisions, select products at an early stage. These types of customers do not want to exhibit dissatisfaction openly. Instead, they take the decision to discontinue patronizing the business itself.

• Ways To Deal With Timid Customers 

1. Encourage conversation and questions 
2. Be focused on customers need 
3. Salesman should thank customer for being quicker 
4. Salesman should be on the look out to render his best services
5. He should convince customers in such a manner that he removes the doubt of being exploited
6. The Salesman should know reasons for acceptance or rejection by asking certain questions minutely and politely as customer's satisfaction is the foundation for sales. Tactful and timely advice, friendly attitude and courtesy will boost business patronage.

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