Let’s face it, customer retention is a hot objective for any business model. In fact, it is far easier (and cheaper) to retain an existing customer than it is it gain a new one. Repeat customers are essentially the “bread and butter” to creating residual income and a reputable source for word of mouth advertising. In what ways can you improve your customer retention to maintain these loyal buyers that have a huge impact on your overall bottom line?
The good news is that your CRM software (like ACT!, HubSpot, Salesforce, and Zoho) has the features to help you create an exceptional customer service experience through being proactive in handling customer concerns, keeping your customers happy, and influencing them in a way that they write rave reviews about you on their social networks.
The following are 3 tactics you can implement in your customer service model to boost customer retention.
#1 Be Engaging
Now that your web-based CRM system is integrated with your social networks and email software system, you can engage with customers much faster in addressing complaints, concerns, or even feedback. Take advantage of this feature to be more interactive and involved with your followers. It just shows that behind the company name you are indeed a real person who genuinely cares about the customer.
Here are a few tips to becoming more responsive with your customers:
Reply promptly to complaints with a plan of action of what you will do to correct the issue (or direct them to someone who can)
Try to answer each question/comment…even if it’s a simple “thank you”
Ask questions to get feedback on a certain topic to create involvement
Send birthday wishes …these gestures can make a lasting impression on how your customers view their relationship with you
#2 Delivering Outstanding Customer Service
There’s a lot that can be said in providing incredible customer service. However, the best kind of service is creating a unique, personalized experience that is catered to that individual customer. You know, the kind of treatment that makes someone feel special because you’ve gone out the way to discover their exact needs and pain solutions.
You can deliver amazing service by:
Ensuring your sales force has mobile access to CRM when meeting face-to-face with customers so the details are readily available for retrievable
Having a system in place that all sales members input accurate customer information as it is given to them for fresh, up to date records
Using CRM to email customers when there is an open case regarding an issue or complaint…this keeps customers in the loop on the status and progression
Segmenting high-value customers using groups or list features within your CRM so it is visible to your entire sales team
#3 Reward Team for Excellent Performance
Customer service and retention essentially begins with your sales team. Your CRM system can keep track of individual team members, tracking information such as production, revenue, complaints handled, engagement, etc. Use these numbers to reward your team on a regular basis to keep them motivated and excited about the vision of your business.
Creativity goes a long way with developing staff incentives! In addition to, a great suggestion here is to have ongoing training in the area of customer retention. All sales members (and anyone who has interaction with customers) should be familiar with these strategies to be utilized fully for business objectives.
These simple yet valuable tactics will certainly help improve your customer retention, thus sustaining a loyal customer base and steady residual income. Please contact us for additional tips and tactics on more CRM strategies to retain your customers in your business.