Businesses around the globe are very well aware of the fact that customer acquisition costs far more than nurturing the existing customers. That’s the major reason why they religiously practice customer retention. However, not all of them do it the way it needs to be done!
Here’s a list of all the wrong customer retention practices that may shoo your customers away rather than keeping them glued to the brand. Read on to identify if you too are involved in these practices and probably harming your business!
Neglecting the importance of customer support:
It’s no brainer that the website visitors or the customers on your site may encounter challenges at any stage in the purchase cycle. Ignoring the importance of customer support here is the most foolish thing to do. It would just stuff your customers’ minds with unresolved queries and force them to abandon your site. So, make sure that you offer multiple support channels like live chat, phone, email, social media support and make it easy for your customers to reach out to you. Also, consider training your team to be reactive to all sort of issues so as to boost trust and loyalty for your brand.
Piling up customer feedback data like trash:
Just gathering customer feedback data through feedback forms, surveys etc. is not enough. Piling huge amount of data is not going to retain your customers. You further need to analyze this data so as to identify the weak areas in your business and employ effective strategies to eradicate them. Collating up-to-date customer feedback undoubtedly helps you understand the needs and expectations of your customer base and serve them accordingly.
Taking customer feedback personally:
This is yet another customer retention mistake that businesses make. Taking customer feedback personally is not the way to use it to your advantage. Customers do not complain because they have some personal grudge against you. In fact, a single customer complaint can actually tell you what a hand full of other customers may also have gone through. So, it’s advisable to have a holistic approach towards customer feedback, learn from it and ensure that the mistakes do not occur again.
Taking your loyal customers for granted:
Just because a customer mentioned in a feedback survey that he/she is satisfied with your services doesn’t mean he/she will always be contented. Just because some of your customers always buy from you, it doesn’t mean they won’t ever leave your brand. Loyal customers are your biggest brand advocates until you nurture them and maintain a high level of service for them. Ignore them and they’ll move to your competitors for sure. So, make sure that you never take your loyal customers for granted. Do everything possible to keep them glued to your brand.
Are you too committing any of these mistakes? If yes, make sure that you don’t, from now onwards!