100% customer retention – it seems like a lofty goal, and you may be wondering if it is even possible to achieve in today’s competitive business world. This past year, PTI Print has had the privilege of retaining all of their customers for their produce label tracking and printing software, proving that the elusive 100% is possible. Surely, it was not by sheer luck or coincidence that they had success. There are reasons why customers stick with a particular company. So what is it that makes customers stay and lessens the desire to shift base or try something new with a different provider? The answer can be found in the three points below.
Focus on solutions.
The focus of the company should be directed towards customers if attaining successful customer retention is the goal. If you want them to stay loyal to your brand, you have to exceed their expectations with regards to customer service. The customer-first attitude has to be reflected in an enterprise-wide phenomenon and not just among a few employees. Most successful organizations today consider each and every employee an important touch point for their customers, which is why they initiate training and educate each employee about the importance of focusing on the solutions they offer, so that they are equipped to handle most customer-related issues from the onset. Efficient customer support requires the use of tools like a help desk, which can help to manage communication with customers. The tools will make it easier to know what customers are demanding, to garner feedback about the product or service, or to initiate tech support. This kind of focus is extremely important now since there are thousands of similar service providers waiting in the wings to snap up your role at the cost of just a single mistake.
Responsiveness to updates and changes.
Most software solution providers fail to satisfy their clients in terms of reaction to updates and changes, and lag behind on customer satisfaction as a result. Staying up to date is not just something that organizations need to be concerned with, but they should also share knowledge with their customers in order to build a relationship of trust. When there is an easy exchange of information shared between customer and company, without the thought of compensation, customers will be more receptive towards continuing business with the organization. Simple information like product updates can be passed on to customers from time to time so that they remain engaged with the organization and its products and services. It will also signal how well the company is in tune with the industry and its developments. Customers will consider compliance when deciding whether or not to avail the services of a particular company, so it is always in your best interest to be ahead of the game.
Putting the customer first is always the right approach for an organization concerned with retaining the maximum number of customers. With the customer-first approach, the organization can expect reciprocity, because an organization will be rewarded with customer loyalty, if the organization rewards their customers’ loyalty as well. Adding value is important to keep customers interested in your product or service. But what adds value for your client? Knowing your consumers’ requirements will help you decide. And once you know, keeping your customers happy will not be difficult to do.
A proper customer retention strategy and the willingness to implement that strategy in a company-wide approach is the recipe for attaining customer satisfaction and keeping customers sticking by your side.
Review your customer retention strategy.
Do you think you could benefit from one or more of these suggestions? Do you have any other suggestions that could lead to success? We would love to hear about them.