7 Suggestions For Improving Customer Retention Rate

Enterprises usually measure the customer retention rate by repeat purchase behavior, which plays an important role in the thickening of corporate profits.

One of the effective ways to improve customer retention is to provide excellent customer service.

Excellent customer service can produce satisfactory customer experience, enhance customer loyalty, and ultimately achieve long-term customer retention.

The following are seven specific suggestions for improving customer service:

1., take seriously the customer's praise.

The National Transportation Safety Board (NationalTransportationSafetyBoard) is a typical example. It will deal with every mistake rigorously and ensure that the same mistake will not happen again.

All enterprises should follow this attitude and take every customer complaint seriously to ensure that enterprises will not fall two times in the same place.

Besides, making good use of customer complaints also urges enterprises to actively seek new ways to improve themselves.

2. consult clients' opinions.

Meeting customer needs is crucial to improving customer retention.

You can consult clients' opinions through questionnaires, online surveys, telephone or email.

At the same time, this way can save a lot of market research expenses for your company.

The company may consider planning a customer representative team to collect representative ideas and needs.

In return, the company can offer some discount when they purchase the next time, in order to express their sincere thanks to them.

3. develop loyalty plans.

Many airlines have developed a comprehensive loyalty plan and achieved satisfactory customer retention rate.

Starbucks, a famous coffee chain, is also a typical example. They closely integrate customer service and loyalty plan and produce a large number of repeat customers.

Companies can make appropriate loyalty plans according to their own circumstances, such as sending different discounts email to different customers in the database.

4. smile service

Although not every business operator is convinced that "customers are always right" or "customers are God", when the customer has emotional behavior, the company should still help customers' mood by smiling service to avoid deterioration of the situation.

Smiling service is never wrong. It can actively reflect the spirit of your company and help your customer retention.

5. as a solution provider

Compared with the past, customers are smart enough to catch any sales trap.

Therefore, the company should now consider how to make a solution provider so that customers can feel that you really care about their needs.

Listen to your customers' heart and let them know that you don't just want to make money from their pockets.

Instead, you should provide a win-win way to help customers meet their needs, which is the secret of improving customer retention.

6., as a value provider.

Many companies claim that they can offer value to customers, but few companies really know what value is.

In fact, providing value to customers is not complicated, so long as we pay first, then ask for repayment.

For example, as a food company, you can send mail to customers and provide them with free methods of fruit juice that other competitors need to charge.

This allows you to make a difference with your competitors, but also to provide customers with value.

7., providing unforgettable services.

When customers experience other unforgettable services, they usually become loyal fans of the company.

This phenomenon often occurs when customers face difficulties and badly need help from the company.

At this point, the more anxious you are, the more satisfied your customers will be.

For example, you can specify that customer service calls must be answered within 3 times of the ring, avoiding automatic voice response or phone like self-help menus, like mazes.

These 7 suggestions put forward some simple ways to make your company leave a good impression on their customers and then retain them.