Retaining existing customers is key to the success of any business. Retaining customers helps businesses increase resale opportunities and reduce the cost of acquiring new customers.
You may not know: The cost of acquiring a new customer is 5-7 times higher on average than the cost of retaining an existing customer.
Of course, maintaining a high customer retention rate involves many factors, both subjective and objective. However, your efforts are the decisive factor in whether customers will stay with or leave the brand. The create a positive customer experience journey It is crucial, as it will help you create a competitive advantage and effectively retain customers, while also having the power to encourage customers to introduce your brand to others more widely. To maintain competitiveness and achieve sustainable growth, creating a high-quality customer experience is a top priority. Let's take a look. 4 things that you can implement to enhance the quality of the customer experience.
1. Map out the customer journey from start to finish.
Everything starts with this, so think and consider. customer journey since:
- No intention to buy has arisen yet.
- It's time to care.
- Selecting a supplier.
- Purchase and use the product.
- Duration of use (a few weeks, a few months, or a few years).
- After using it, the motivation drives them to repeat their purchase.
Put yourself in the customer's shoes and answer for yourself. You can also interview a representative sample of customers. That way, once you understand the customer journey, you will know for sure what works and what doesn't in the entire contact process, and you can improve it.
2. Collect and use customer data effectively.
One of the best ways to understand customer needs is to collect and evaluate their feedback. You can use a representative sample (large enough) to conduct interviews.
- Classified by customer type: Potential customers, undecided users, current buyers, new customers, satisfied customers, repeat customers, churned customers.
- By time period: Special occasion, purchase time, expiration date, promotion period.
If you use customer feedback to effectively leverage and improve, you will fill gaps in the customer interaction process that you may not even have thought of. Create an advantage with this discovery method because many of your competitors have not yet taken advantage of it.
3. Application of technology.
With the widespread development of the Internet, customers now have too many choices from online channels. especially Generation Z customersCustomers simply switch to using your competitors' products because their competitors' ads appear on their newsfeeds, while yours do not. Or customers need you to provide information via social media, but you do not offer this service. It really is an unnecessary waste.
Fill up the online channels where your customers are concentrated, so that you are always ready to provide information or sell products as soon as customers need them. You can also view this as a form of marketing to remind customers of your brand.
Additionally, you can Implement a multi-channel integrated Contact Center to support customers more effectively and significantly increase sales.
4. Make customer service part of your culture.
This is a factor that should be prioritized, and it must be implemented consistently from the bottom up. Owning a good customer service standard and turning it into a corporate culture is the basis for differentiation and sustainable development.
If your business doesn't have one yet? Build it by creating a detailed plan that defines your business philosophy on customer service, understanding that customers are the focus of all activities. Then communicate these messages and organize training for your employees to implement them consistently, turning customer service standards into work processes. Improve and work hard, and you will gradually elevate the quality of your customer service to become superior and distinct from the market.
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