It can be a little shocking when you find out that it costs fives times more to find new customers. Especially when that cost is compared to the cost of keeping the ones you already have. Sometimes all it takes are small changes to impact how your customers perceive your company's quality of service. So, today we're sharing a few ways on how to keep your clients happy. Which will in turn, increase customer retention and loyalty.
We talked about The Secret to Happy Clients on here before, but this time we're diving in a little deeper. Because starting from scratch with new customers can be monetarily taxing. Especially when you think about how all of that time finding new customers could be spent on retaining the ones you already have. Your customers should always feel as though they are your top priority. Not only does it give them warm fuzzies, but it also creates a sense of loyalty to your business. This is key when it comes to interacting with your customers and retaining them. So, let's take a look at some ways in which you can do just that...
Create valuable content.
I know we mention content A LOT around here, but it is a versatile tactic that can be applied to many aspects of a business. That's why content is key. You can share new market insights and your opinion on whatever your business's niche is. Because it actually does matter. When you generate valuable content, it shows that you are ahead of the game. And in a magical way, it improves your brand's awareness. Clients are more likely to share your content or recommend your services to their connections based on publicly available content. That said, make sure you are doing it correctly. You can learn more here: Content Marketing Mistakes & How to do it Right
Become an authority in your field.
It might seem odd that this works in regards to keeping customers happy, but it does. And honestly, it goes hand in hand with content. You should always strive to be the best company. When you show your customers that you know what you're talking about, they are much more likely to stick with you. As a result, they have confidence in you because the consensus confirms that you are already one of the best. The more you prove it to them, the better the results, and the better the retention.
Promptly reply to emails.
No one enjoys sending an email and receiving silence in return. Especially when a customer has asked an important question. Therefore you should always reply to your emails within 24 hours. If possible, try replying within one hour. It is much more effective to reply with a simple email stating that you will get back to them as soon as you are able to. Because waiting several hours and responding with a long detailed email isn't always the way to go. Quick responses, even if it is just to acknowledge them, shows that if something important happens you are there for them.
Customers chose you because you are the expert. Therefore you can't afford to be uncertain about what's best for your customers. Make sure that "if" doesn't exist in any of your conversations. It's best to anticipate the type of questions that require research so you can do the required research ahead of time. This way you have all the right answers to begin with. It's better to cover all of your bases so your customer can feel as though you truly know what you're doing.
Value your clients point of view.
As much as your customer values your point of view, you should value theirs as well. It's extremely important to listen to their ideas and input. Doing so will make your efforts even more efficient. Their input should be seen as a way to improve your business as a whole. If you are providing a service to customer, listen to their needs and personalize your service to their liking.
Add a personal touch.
Customers love to feel special. Heck, doesn't everyone? And we know you value your customers and well, they should know how you feel too! Adding a personal touch to the relationship will definitely give you some brownie points. Adding a personal touch shows that you care and enforces their decision to choose your business. If you have a lot of clients, a CRM such as Hubspot will help you keep track of your clients to ensure you can give them a personal touch, even with too many clients to remember them all.
Don't promise what you can't give.
Under-promising is far better than promising something you can't deliver. On average, customers who are unhappy are a lot more vocal than those who are pleased. Unhappy customers share their experience a lot more. One way to avoid this is to set realistic goals from the start and when you do go above and beyond, your customers will be even more ecstatic.
Always make it a point to be transparent about what you can do for your customers and what they can expect from you. Believe it or not, customer loyalty increases based on how mistakes are handled. Studies show that up to 70% of unhappy customers turn into loyal customers when the mistakes were fixed.
Keep in mind that if you ever have a client that you can’t seem to please, you should take it as a challenge. No, not in a way that you actually challenge your customer. Use it as a way to challenge your business. Take what they unhappy about and try to see if you can augment what you offer. For example, perhaps the client wishes your business offered something that you currently don’t. Take a moment to reevaluate and see if it would be feasible for you to offer it. You can always learn from something and an unhappy customer is definitely something you can learn from.
Please remember that you won’t be able to please everyone. And honestly, it’s downright impossible to do so. Just like we get disappointed with companies, at some point or another, a customer will get disappointed with your company. What matters most is how you handle that disappointment. Because when a business can rectify something, the bond between a client and a company becomes stronger.
As always, customer retention is an essential part of any business. Simply because existing customers are a lot easier to keep when compared the cost of acquiring new ones. We hope this how to has helped! What are some of the ways you keep your customers happy? We'd love to hear about it in the comments below.