Todays competitive world has triggered the need of retaining customers by ensuring
that in addition to the product that is sold, the customer is also supported and guided via good service measures. Customer retention plays an important role in this aspect; it determines the fate of the business. Success in business is not dependent only to acquiring new customers; you need to retain them as well. While this aspect is not an easy task to deal with, there are some fundamentals, which should not be ignored.
Proper Communication
Communication is now days not limited to simple advertising; its directly related to the message and perception intended by the marketer and actual delivery of value to the customers. When customers find any gap in between, he may be unsatisfied.
Supply chain management
Demand supply gap can be a major issue in customer satisfaction. If the marketer is targeting its products to large number of people and it has not developed a back up of a proper supply chain management, things become unrealistic while trying to retain customers.
Post service follow ups
Taking valuable feedback from customers while using your services or products is vital for customer retention. Ask for feedback from customers and make sure to act on it as if ignored, may ruin your intention of customer experience.
Rewarding valuable customers
We all are humans and we love to be rewarded; giving gifts or special offers to existing customers can drive the business to a new level altogether. It results in customer loyalty.
Pamper your customers
The ultimate channels that provide the products or offers services to the end users are critical in deciding the image of the company and customer experience. These channels should be selected quite carefully to understand the customer needs and cater the products and services sensibly.
Bring back your lost customers
Its the toughest part of the entire task and should be planned strategically. While bringing back your lost customers you should never forget that previous gaps and mistakes should not be repeated. However its very difficult in modern circumstances but if you have improved your standards gradually over time, it quite realistic as a target.