Customer retention strategies and models
Posted: Mon Dec 23, 2024 8:21 am
To keep a customer from leaving your company, you have to start with the basics.
And when I say basic, I don't mean technical elements.
I'm talking about being honest, transparent, efficient and human, because nobody likes talking to a machine or dealing with a company that feels like it's cheating them.
From here, you can draw up the following strategies.
1.- Analyze the different types of clients
I return to RFM and the segmentation of your clients, because after being honest, that is where you have to start.
Consider that you cannot treat someone who buys from you three times a month in the same way as a customer who makes one transaction.
You also can't take the same actions for customers who are about to leave forever as you do for customers who are brand lovers .
In short, he understands their needs.
Find out who mentions your brand
With Brand Monitoring you can control what is said about you
Enter your domain
Try it now! →
ADS illustration
2.- Keep your promises
I mentioned it at the beginning of this subsection, be honest, but really, don't use it as a pose, because they will end up noticing.
There is no worse way to lose a customer than by not delivering on what you promised, by not meeting their expectations.
Get over them.
3.- Don't make campaigns, but programs
How many emails do customers receive on Black Friday?
How many in Christmas sales?
How many on Cyber Monday?
Are you really going to send another email with the same discount and the same action?
Think about it, putting the client's name in the subject is not personalizing.
Understand your database and create programs for each segment.
4.- Have impeccable customer service
Yes, this includes response times for resolving incidents.
Generating value by providing good customer service will ensure a lower email list australia churn rate.
66% of customers leave a business and go to the competition for this reason.
Take advantage of this opportunity to teach your staff to detect gaps and weaknesses in your business, while also resolving these incidents.
Here are some interesting tools that will help you retain customers .
They will help you improve in the future.
And when I say basic, I don't mean technical elements.
I'm talking about being honest, transparent, efficient and human, because nobody likes talking to a machine or dealing with a company that feels like it's cheating them.
From here, you can draw up the following strategies.
1.- Analyze the different types of clients
I return to RFM and the segmentation of your clients, because after being honest, that is where you have to start.
Consider that you cannot treat someone who buys from you three times a month in the same way as a customer who makes one transaction.
You also can't take the same actions for customers who are about to leave forever as you do for customers who are brand lovers .
In short, he understands their needs.
Find out who mentions your brand
With Brand Monitoring you can control what is said about you
Enter your domain
Try it now! →
ADS illustration
2.- Keep your promises
I mentioned it at the beginning of this subsection, be honest, but really, don't use it as a pose, because they will end up noticing.
There is no worse way to lose a customer than by not delivering on what you promised, by not meeting their expectations.
Get over them.
3.- Don't make campaigns, but programs
How many emails do customers receive on Black Friday?
How many in Christmas sales?
How many on Cyber Monday?
Are you really going to send another email with the same discount and the same action?
Think about it, putting the client's name in the subject is not personalizing.
Understand your database and create programs for each segment.
4.- Have impeccable customer service
Yes, this includes response times for resolving incidents.
Generating value by providing good customer service will ensure a lower email list australia churn rate.
66% of customers leave a business and go to the competition for this reason.
Take advantage of this opportunity to teach your staff to detect gaps and weaknesses in your business, while also resolving these incidents.
Here are some interesting tools that will help you retain customers .
They will help you improve in the future.