It always makes sense to retain existing customers rather than chasing new ones since it costs more to acquire new ones. If we go by statistics, almost 90% of people have no loyalty when it comes to brands, hence all the more reason to focus on consistent customer relationships.
You can do this in four different ways:
1. Knowing Your Customers Well
When you know your consistent customer well, you have a better chance of retaining them. Invest in research and discover out their needs and desires. That will help you understand why they purchase.
Previous experience will also help you map the customer journey. To get good insights into the customers’ behavioral patterns and trends, it is crucial to dig into available data and analytics.
2. Process Standardization
A standardized process should be in place throughout your organization for a great customer experience. Chart out clear guidelines for your employees to follow. Account for different issues while making these guidelines so your team can be prepared for everything.
Always try to do more than expected to give your customers a memorable experience. It’s important to keep surprising them without compromising on the quality in any circumstances.
3. Effective Training for Employees
Employees should be given the best training available, especially if they’re the ones who face your customers on a regular basis. For handling clients, it’s important to hire the best talent in the business and update their skills regularly.
4. Consistent Customer Experience across Different Channels
It’s important to standardize the customer experience across channels to maintain consistency in customer service. It is always irritating for a customer when they have to tell you what they want again if they have already told it to you before.
So it is imperative to track every conversation with them. Address all of their issues promptly and help them feel that you are always available and ready to help them.
A Few Tricks of The Trade
- Stay connected with customers all of the time, be it social media, email, or blog posts.
- Track what media customers use the most and be present there, serving their needs.
- Keep track of customer engagement and try to increase it.
- Listen to what customers have to say because that alone defines the health of your customer relationships.
- Solve their grievances and appreciate the good things they say about you. Never react in a negative way.
- Your customers are the most important part of your business. Let them know that what they say matters.
Leveraging Inbound Marketing
Spread the word about your brand. Use customer-generated and influencer content to do that. A good customer testimonial might be all you need to be effective.
In the end, credibility is what makes a permanent customer relationship flourish. Check out this infographic to learn more about consistent customer relations and how to maintain them.