Marketers agree that retaining customers is better than getting new ones. According to studies, around 90% of consumers are inconsistent about brands while shopping, and not loyal to any brand. All the more reason why brands should focus more on building long-term customer relationships.
1. Know Your Customers
Knowing your customers is the basis of any consistent customer relationship. Understand their purchase intent, their needs, and their desires.
Map your customer journey. Understand your customers’ behavioral patterns and trends by leveraging available data and analytics.
2. Follow a Standardized Process
To maintain a great customer experience, you need to standardize the process throughout your company. You need fixed guidelines and you need your employees to follow them. Prepare them for all of the possible situations you can think of.
You can win a customer over if you go out of your way to serve them. Surprise them (pleasantly) whenever possible.
3. Train Your Employees
Focus on training your client-facing team members. Get the best professionals on board and then keep them updated on new developments.
4. Holistic Customer Experiences
Customers expect a holistic experience across channels. They expect you to understand, remember, and address their issues quickly.
That is why it’s crucial to maintain a record of all of the contact you have had with them. They expect you to act quickly and effectively.
Stay in touch with your customers on all possible channels. Find out where they hang out and be present there. Engage with them, start a conversation.
Feedback is the key to modify or improve your customer retention strategy. Solicit their feedback and make sure you act on it to let them know that you are taking their concerns and suggestions seriously.
Appreciate them whenever you get a chance. Tackle the situation empathetically if they are not happy with your brand.
Let them know that they are special and their opinions matter.
Engage in Inbound Marketing
Build a relationship with your customer in such a way that they become your brand’s spokespersons. They have more credibility in front of other customers than your sales team.
If your customers are proactively saying good things about you across channels, your job is done. You can also use an influencer’s content for this purpose.
Build trust and then leverage it for inbound marketing. Remember, trust is everything while dealing with customers and building consistent relationships.
Check out this infographic to learn more about how to build consistent customer relationships.