Customer Retention Strategies
Actionable ways to get your Customers Attention.
Since we now know that client renewal is a part of customer retention (Refer to this); today we will be taking a step further to focus on the actionable strategies you can explore to improve customer retention;
While there are several routes to take, the tips I share on this page are major ones that I have researched (some of which I have also examined and confirmed to work in certain scenarios).
During my years of working with clients, I have come to realize that convenience goes hand in hand with customers’ views about a product or service. At some point, I have been a customer and one of the major things that make me stuck to a brand is the convenience to use the product or services. So, this leads me to the first strategy on my list;
a. Empower your customers with CONVENIENCE: I never understood what people meant when they say that they are so connected to Apple products and they cannot use any other gadget apart from Apple (I honestly felt they were exaggerating!). It was impossible to believe what they meant until I got my first Macbook in the year 2020; I remember telling my husband (Then Boyfriend), “I will never use any other computer apart from Macbook”.
Apple got it right for me; The convenience was top-notch; scrolling in-between multiple accounts on my chrome browser, the mouse control and so many customizations that made life easier. One other thing that burst my burble was when I lost my iPhone earlier this year and all I had to do was simply login to my apple computer to activate “Lost Mode”, track the phone location and do so much more. (That was a deal-breaker and I now understood why people are loyal to the product).
Also, let me quickly highlight that the word “CONVENIENCE” is synonymous with Customer Experience. How is the flow of your product usage? Can your customers easily achieve an accurate result using the product? Is it an advanced technical tool that your target market cannot explore unless they send hundreds of support tickets before it can be understood? Personally, I believe no one wants to achieve in 30minutes what they can achieve in 5mins. The first rule is to Make Your Product Usage Easy.
b. Learn to Re-activate Customer Communication: You will agree with me that “Non-responsiveness” is one of the attributes of customers. Some of them are just too busy that they see no reason to reach out to you or respond to your email. These sets of people although they have a lot of things going at the same time are likely to forget the value proposition you proffer as a company.
For this reason, you need to create a communication calendar identifying; When to reach the customers, What values to present (It can even be you updating them on new feature releases and how it matches their initial goals), and lastly, include a call to action (This can be you asking them to book a 15mins call or just acknowledging the email).
Apparently, If customers haven't interacted with your brand for a while, you should reach out and re-establish your relationship. I believe that communication is one of the great ways to manage customer engagements and create opportunities to upsell and cross-sell.
(To be continued…)
Major jobs found were mainly Europe based. Link below:
a. Customer Success Manager at Tidio (Company is based in Poland)
b. Customer Success Manager at Languageio (Role is based in the UK or Europe).