Happy customers come back more, spend more and bring in more leads. What are you doing to make your existing happy? What customer experiences you are creating?
What’s the cheapest and most effective way to grow your business? Increase your customer retention. According to statistic, it’s 6 times easier and cheaper to sale to existing customers than to new ones. Happy customers come back more, spend more and bring in more leads.
But, so many small businesses seem to focus their time and energy on getting and serving new customers. Sure, new customers are coming in the door, but they might be existing just as fast, putting a real handbrake on growth.
What are you doing to delight your existing customers? How do you make sure you are meeting their needs and expectations? What is your strategy for communicating with customers? Ask yourself and your team these questions honestly.
There are three aspects to every customer experience – Product, Service and Relationship.
1. Do you need to improve your product offering?
- Survey customers and ask them what they want
- Ensure quality control system in place
- Train your team
- Under promise and over deliver (UPOD)
2. Do you need to improve your service?
- What’s the on boarding process like for new customers?
- Are you delivering on time?
- How does your team treat customers?
- Are you following up and making sure your customer had a great experience?
3. Do you need to improve your relationship with customers?
- Is your online store easy and fun to engage with?
- How do you reward customer loyalty?
- How do you handle complaint?
- What are you doing to surprise and delight your customers? Be different. We live in a world of sameness
Focusing your customer experience from the Product, Service and Relationship perspective helps create a solid customer retention plan.
If you need help setting customer retention goals and measuring their impact on the bottom line, get in contact. We can help you wrap that into your one page Business Plan
“You are out of business if you don’t have a prospect!” – Zig Ziglar