Businesses
cannot afford to lose their customers because that translates to a loss in
profits. Customer churn kills company growth, so it must be addressed thoroughly
and consistently before it even starts. Don’t wait for clients to abandon you.
Stay one step ahead by doing these low-cost methods to combat churn and boost
your sales:
Focus Your Target Marketing
Acquiring new customers is not the only name of the game, but customer
retention is the more important task. Identify who your most profitable clients
are, and focus your marketing efforts on them, so they will feel special and be
more inclined to stay loyal to your company. In the long run, it is more
profitable to work on existing customers because they buy more of your goods
and services. On top of that, targeting them requires less marketing capital,
as opposed to just reaching out to new clients.
Entice People to Subscribe
Think of a marketing plan that offers an annual contract or yearly
subscription. Make this substantially cheaper than monthly plans. This ties
people to the company and that length of time allows them to be more familiar
with your products or services. If they like it, they will renew. Make yourself
an indispensable part of their routine.
Stop Generic Emails
Nothing is more off-putting than a mass email that clients know you send to
everyone else. Craft emails that are tailor fit for their needs. This shows
that you have taken the time and effort to get to know them. On top of that, it
highlights your appreciation.
Enhance Your Customer Service Efforts
Terrible customer service is one of the reasons why clients switch to a different
brand. How you deal with your clients is the key determinant of customer churn.
A company offering terrible service who doesn’t listen to feedback, makes no
effort in replying to inquiries, dares to make the clients wait, treats
customers like numbers, and is not available for assistance is more likely to
lose their clients. Keep in mind that customer is king!
Build Resources For Your Clients
Those people who purchase your services or product need materials they can
easily access should they encounter product/services issues. It is also
important to update them on the latest company trends and newest product
launches. Put a comprehensive Q&A page, provide a downloadable free manual,
keep them updated with webinars, and direct them to your company blog. If you
make consistent efforts to regularly touch base with the clients by offering
useful resources, they will be more inclined to stay with you because you have
established a relationship with each other.
Show Personalized Appreciation
Aside from personalized emails that show thanks, people love it when companies
off them incentives for their loyalty. Surprise your more active clients by
upgrading their membership to a better plan. Offers like promos, special codes,
free products, and the like are also appreciated. Going the extra mile shows
your clients that you are invested in them. Showing appreciation to your
customers also exemplify that you are a cut above your competitors because you
care more.
Work On At-risk Clients
Look out for red-flags that indicate that a customer is on the verge of
leaving. Watch out for low activity, complaints, incomplete implementation of
services, poor feedback, and the like. Prevention is always better than cure so
be on your toes for these indicators. Once you see them nip them, immediately
nip them in the bud to keep your customers from bailing on you.
Appreciate Customers Even If they Leave
Even if your clients leave you, stay classy and thank them for their business.
You cannot stop people from leaving, but you can still make a good impression.
Request them for feedback before they go, citing that you need data to help
improve. Never burn bridges because they may be inclined to work with you again.