Keep Your Customers Coming Back Again and Again

Keep Your Customers Coming Back Again and Again

It costs 5 times more to find a new customer than to retain a current customer. Sometimes, small changes have a big impact on how customers perceive the quality of your service and make the difference between loyalty and high overturn rates

Keeping your customers satisfied with your services or product is non-negotiable. If customers are unhappy, they won’t just leave you, they’ll be leaving you for one of your competitors. Here are 3 ways to ensure customer satisfaction:

Being proactive are all those things you do to serve your customers before they even ask for them. This requires anticipating their needs and wants, and making improvements before anyone asks for them. Come up with ideas and strategies to tell your clients how they can get more out of their budgets. This will show that you care about making sure their investment in your company is helping them grow over time.

In addition to proactively approaching your customer needs, you must maintain a level of care over time. Reaching out to customers for feedback, providing loyalty programs, sending newsletter or other updates are all examples of active customer relations. Schedule check-in calls with your customers to share updates about how things are going and to ask how happy they are with your services.

Pro Tip: The last thing you want is to operate your business reactively, only interacting with customers when something is wrong.

Sometimes customers don’t realize that you’re offering something more until you tell them. For example, by sending out a newsletter notifying customers that your office uses a Copier World Solution MFP with user authentication and encryption to protect their information, you’ve just shown them a value they likely didn’t know they were getting. Do customers ever complain of your office being difficult to find? Swap out the traditional hallway signage for easy to read digital displays showing them exactly where to go.

Customer retention is an essential part of a service business model because existing customers are easier to upsell and more profitable than constantly acquiring new customers while having a high turnover.