Let’s talk 07885 197 364
CoachSME-logo-shirley-mansfield

You Only Need 2 Customer Retention Strategies

Last updated August 21, 2018

This week I received an information piece offering me 30 customer retention strategies.

I was intrigued why do you need 30?

I downloaded and read the suggestions. Quite an eclectic mix. They’d included sending birthday cards, giving my office a make-over and firing D class clients.

Customer retention is crucial to any business but adding 30 things to your already busting to do list just isn't realistic.

A robust growth strategy for any business is customer retention alongside new customer acquisition. We all know that recruiting new customers is around five times more expensive than retaining them, so it makes financial sense to hang on to the ones you have; it saves a lot of effort too.

Assuming you want to retain all your clients, and that's not always the case, what should you be doing?

I believe there’s 2 things that should be the heart and soul of everything your business does. If you want to call them strategies that’s fine but it’s more about your ethos, your mission your Why. Get these 2 right and you won’t need 30 other customer retention strategies.

1. Do a Really Great Job For Every Customer, Every Time.

Make sure you add value, over deliver, give your client a great experience perhaps a few nice surprises. In the words of Seth Godin, “Be Remarkable”. Give superior customer service, every time without fail; be consistently consistent.

Do what you say you’ll do for the right price at the right time and make sure you get it right first time. If not have a fabulous customer compliant process that wow’s an unhappy client.

2. Treat your customers well.

My husband has a saying “treat everyone like the first time you met them”. This means treating them all with respect. Keep in touch and connected but remember it’s their agenda not yours. Be truly interested in their business, in their challenges, and in their problems. You’ll need to be proactive; don't wait for them to call you, show them you value them.

This is where you build the relationship which, over time becomes a trusted relationship. Learn about your customer, get to know them let them get to know you.

Know – Like – Trust.

Yes, there's lots of gimmicks that you could use but if you treat your customer well and do a really great job then you'll not only retain their custom, you’ll have fabulous brand advocates who’ll recommend you to others. A win-win and just 2 things to get right. 28 things you didn't have to put on your to do list!

shirley-mansfield-CoachSME
Shirley Mansfield
Master Business Problem Solver

When you’re ready here are four ways I can help you build your business:

1. Register for Business Owner Insights Newsletter for regular tips & news.

 

2. Follow me on Twitter / LinkedIn and let me know the business challenges keeping you awake at night that you want to solve. Click here to email.

 

3. Grab a copy of my book The Grown-Up Business (paperback and kindle). Get the tools and inspiration you need to go to the next level of wealth.

 

4. Work with me on your growth business to overcome the blockages, hurdles & problems that are holding you back. Join the community and just email me with Let’s Get Started’ in the subject line.

READ THE BOOK

“If you run a business, then buy this book. Not tomorrow, today!”
~ Sam Carpenter Work The System


Website design by Pegu Design
book
linkedin facebook pinterest youtube rss twitter instagram facebook-blank rss-blank linkedin-blank pinterest youtube twitter instagram