No doubt you have heard the saying “happy wife, happy life”, right? Of course, I think we all have. The same concept holds true for your customers. We live in an age where word of mouth, reviews, and referrals can make or break a company. When you make a customer happy, your chances of them coming back time and again will increase. Which, in turn, will cause them to recommend you to their friends and family.
Excellent customer service is a big part of keeping a customer coming back in the future. Unfortunately many people brush it off when the staff gives subpar service, or, butts heads with a customer. Eventually, the staff forgets the incident happened. We need to remember; the likelihood of your client forgetting is slim to none. The likelihood of them turning to social media to complain or leaving a bad review is extremely likely. Once that happens there’s no way of knowing the exact number of people the negative comments reach. Of course, there’s also word of mouth, and news travels fast.
That being said, when your business receives positive feedback in any form, it becomes more likely that a person will take the positive review into consideration. Take a moment and think about it, you are in the market for a new TV and read reviews on two different models. Comparable in price, one has almost all positive reviews, the other, not so much. Which one will you spend money on?
When you fuel your retention it will reveal your expertise. Your brand needs to be viewed as an invaluable resource, and, the very best option for customers. They are looking for the best option for their hard earned dollar. Meaning, you offer the highest quality product, customer service, support and all around value. This also means making yourself viewed as a resource for customers. If you share valuable information on social media sites, post regularly on a blog, or utilize an FAQ page this all helps raise your SEO value; putting you ahead of the competition!
Gaining new customers is always fantastic, but, let’s remember how rewarding it feels knowing someone has been coming to you for years. The statement “I’d never shop anywhere else!” is something your business earned and feels very rewarding.
If you found this to be of use, contact us today so that we can continue the conversation! Let’s build a strategy for your business and retaining customers!