Customer Retention Strategies 2
Significant Steps to Keep your Customers.
A couple of weeks ago, I signed up on a platform and was really glad their product offering would be a perfect alternative to another platform I was using. I remember even posting on my status and recommending the new product to others who might be in my position at the time.
Although I was excited about using the product, it was no longer than a week before all the excitement disappeared; The product's UI (User Interface) was a mess. I couldn’t understand where to find what and sometimes have to scroll all the way down or navigate multiple times to locate a feature.
This leads me to the next point;
c. Focus on Improved Customer Education: I usually say that “Education” is one of the most valuable things you can offer your customers. Let’s be honest, there’s so much rush to get things done these days that not everyone is patient enough to untie a knot on their shoelace. (A friend would rather cut the entire lace and replace it with a new one instead of wasting time untying).
Your customers are in a rush to get value and simply giving a short description of how to navigate your product can go a long way to make their journey smoother and even better. Part of the customer education tools you can explore include: Case-Studies of successful clients, Video-tutorials, Product-Tours, Recorded Screen-Captures e.t.c (If you do not have a dedicated video editor you can use an application like “Loom” to record your screen or any free editing software).
d. Close the loop on customer feedback: Before cancelling my subscription with the company mentioned above, I remember sending feedback to them via Instagram as there was no dedicated support function on their website. I also sent them an email twice without getting a response from either of the channels. (Another big reason for cancelling my subscription).
Some companies have all support channels available, however, it is a long process to address feedback with their clients. An important thing to note is that no one wants to keep talking without receiving updates on their requests. (Although not all requests can be met, expectations can be properly managed).
In reality, I would say there can be times when there’s too much influx of customer feedback that it becomes difficult to track requests. (I tell you it can be a lot challenging). If you have a tool that allows you to organize these details accurately then that’s great. Otherwise, a quick workaround will be to use Google Sheets or Trello to map out individual client requests and track follow-ups.
If you have other strategies that you have explored in the past, please feel free to share your experience via email.
Job Selection for the Week:
Product Success Manager (Location; North America, United Kingdom, Ireland, Australia, South Africa)
Customer Success Manager (London/Europe)