Nobody starts a business with plans of that business failing in 1-3 years. We know how difficult and time-consuming starting a business is, and it definitely isn’t for the faint of heart. Entrepreneurs must have a strong desire to succeed. However, having a business that sustains for the long term must obsess over their customer retention rate. Customers are the livelihood of any business. Without paying customers, the business goes belly-up. Here are 10 ways to keep your customers engaged and happy with your business.
1. Stand for something
You’re a consumer. You buy products from one store, whatever that store is within the industry. You use a company’s services for one reason more than others. The Corporate Executive Board interviewed 7,000 people across the U.S. Of them, more than 50% claimed that they are more loyal to companies that share their values. Therefore, ask yourself what is most important to you? What is the purpose of your business (other than making money)?
2. Social Proof
In order to get customers to listen about why they should give you their money (instead of your competitors), utilize social proof on your website. This includes using testimonials from already satisfied customers. A large number of people use social media for their day to day interactions, and often ask their friends and family for advice. If one of those referrals has amazing words for your business, you are more likely to entice future customers.
3. Boost Their Ego
In order to attract the right type of customers who will stay with you for years, you have to attract the right type of customers. Identify the type of people who would buy from you, and create marketing campaigns around attracting only that group. Match their pains, their goals and what they want from life. Doing as much work as you can to “resemble” them will make it easier for your business to help them when they inevitably have problems. Customer service is the new marketing and the most important part of a good customer service is helping people in as friendly manner as possible.
4. Offer Surprise Bonuses
When was the last time someone did something that helped your life? Now, remember the last time someone did a wonderful thing for you unexpectedly. This surprise makes people feel like reciprocating the surprise gift. To ensure your customers are engaged and think positively about your business, invite your customers to subconsciously give back to you by giving them a surprise discount, bonus or offer they never saw coming. Such as receiving a free discount for being a customer for so long.
5. Be Knowledgeable
There is nothing in the world more frustrating than calling a company to help you with a problem about their product or service and receiving no help. Be sure to employ a customer service rep that knows the ins and outs of that product or service. Someone who knows every single thing – details, features, problems, solutions that even the manufacturer/creator doesn’t know. Yet, many companies often employ “everyday Janes and Joes” to respond to customer inquiries. The result? Those customers are often left just as clueless prior to calling.
In order to determine whether or not your customer service department is performing their duties, send your customers a feedback survey. Doing so will be the only way you can figure out what pains your customers are having, which should spark ideas for you to help them before they take their business elsewhere.