Most businesses put time and money into attracting new customers through marketing and neglect customer retention. This neglect is why positive customer experience, customer satisfaction, and post-sales service needs to be an integral part of the sales process. Businesses and management consultancy firms have been focusing on customer-centric behavior and policies, which is why stress is added on strict compliance to SOPs (Standard Operating Procedures) and SLAs (Service Level Agreements). This will ensure transparency and accountability of an employee and help identify gaps to retain customers and maximize cross-selling avenues. The unique value proposition will continuously change and be at par with the competitive environment.
Enhance Customer Experience
A few initiatives and profitable ventures can fuel loyalty and improve customer satisfaction. Imagine the last time the customer received a welcome surprise and a level above expectations. Achieving designated milestones during relationship management and rejoicing the moment is one way of prolonging the customer’s level of expectation. Gauge the interest of the customer and be inquisitive from the start. Make sure the point of sale material is displayed clearly. Offer a personal aura. Appreciate the customer’s feedback and, at the same time, empathize. Running away from the customer will not only lead to business loss but retention of customers.
Meet the level of Customer’s Expectation
Over the period, consumer behavior has evolved in different tangents. In this competitive world, the product or the service revolves around the customer. With an array of options at your disposal, the choice lies with the customer, except those individuals who are conscious of the brand. Hence, a significant burden must be shouldered by the firm to assess the behavior, match the level of satisfaction, and provide a one-stop solution. According to leading experts, nearly 87% of customers are unaware of the product and service. It is up to the service department to explain the features and avoid pushing the product, to improve targets.
Be Passionate and Engaged
Take care of your customers and make it a point to establish a formal line of communication. Greet them on their birthdays and extend wishes on special occasions. Maintain a polite and interested tone. Avoid poker expressions under any circumstances. Stick to the path and provide both negative and positive reinforcements.
Be Transparent and Honest with your Customers
Never lie or hide any facet of the product or service from the customer. The pans of loyalty always tilt to the business by being transparent and honest with the customers. All the disclaimers and ambiguous statements should be eliminated from the relationship.
Crafting a Unique Value Proposition
Depending on the nature of the customer’s product and behavior, a UVP (Unique Value Proposition) is crafted, which is an essential tool to match the level of customer’s expectancy. Some domains are receptive to customers, which could be pricing, place, availability, and convenience. As a business, it is of paramount importance that the galore of the product and service is flexible and revolves within the dynamics of the market.
Seasonal and Limited Time Promotions
Popular e-trade products ideally offer a limited-time promotion. This not only ensures existing customer revisits but also opens doors to new customer acquisition. Especially those customers who are sensitive to social and cultural issues, such seasonal and festival promotions are remunerative and strengthen the spectrum of relationships.
Create a customer community around your brand
In this era of globalization, where competition is intense, customers have started to gain foreign products. With a few exceptions, customers’ span on brand loyalty has been affected to a large extent. In tandem with the macro-environmental factors, an array of choices has been handed over to the client. Now, the distribution footprint and surfacing of large-scale shopping malls have given more access to the clients, where they can choose and buy as per their own needs.
Although conventional advertising methods and promotions still exist in the market, due to the cost factor, many companies have resorted to other means to ensure that they retain existing customers and acquire new clients.
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