Monday October 2, 2017
Maintaining relationships is one of the most overlooked aspects of business. So many are concerned with getting the next new customer that they fail to see the untapped potential in customers that already love what you do. Did you know that 60-80% of current satisfied customers don’t go back to do business with the companies that met their needs? When asked why, it came down to a “lack of connection”. They want to know that they’re part of your conversation, that their business matters to you.
So how do you do that? You create a customer retention plan.
Start with Quarters
Create a quarterly plan that targets customer retention. You want to be top of mind when your customers think of the products and services you offer. Sincerely reconnecting with them four times a year is a great way to do that.
It also gives you a chance to experiment with different ideas. A quarterly plan doesn’t feel as set in stone as a yearly one. You have to start somewhere, and three months of tracking and training is the perfect way to get you on track for maintaining customer relationships.
Share Who You Are and What You Like
Talk about your hobbies. Let your customers see a more interesting side of you. That personal connection forges a bond of loyalty. It’s been proven time and again that people buy based on their emotions. How you make them feel has a direct impact on them buying from you or recommending you to others. Keep that in mind.
Have a Party
Who doesn’t love a party? Creating one for your customers can really let them know how much you appreciate them. This is also a perfect opportunity to connect with them on a deeper level. Pick their brains for party details. Perhaps one of your customers can host the event. That way they get more advertising and you’re building a stronger bond between you.
A party is also an excellent place for using your branding strategies. Think outside the box a little. You want to represent your brand and your style, so think about that as you purchase your decorations, food, and drinks.
One fantastic advantage of a party is that you have an incredible chance to grab testimonials. We recommend setting up at least one video crew. You need a crew (instead of doing it yourself) for a couple of reasons:
- You’re the host of the party! It wouldn’t do for you to hide yourself behind a camera.
- It pressures them and makes them wonder if testimonials are the real reason they were invited.
Remember, you want them to know that they’re important to your company. Filling them with doubt can have the opposite effect. Have your video crew work the party, taking 1-2 minute video testimonials from your guests. People are nervous and can be intimidated by the word “testimonial” so it helps to guide them in the direction you want. Have your video crew ask them the following questions:
- In what way have they been helped by your company?
- How could your company help someone they know?
Maintaining relationships involves an investment of your time, money, and energy. Your current customer base is waiting for you to make them feel important. Step up and do it.