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As business owners know all too well, customers are a fickle bunch of people. Make one mistake, and they are liable to take their custom elsewhere. To survive in this cutthroat marketplace, customer retention is everything. If you are in business, and your customers are jumping ship as as if you were the next Titanic, there may be a problem with the service you are offering.
Here are five things you need to fix to keep your customers on board.
1. Your website has problems
Your website is often the first port of call for your customers, but if you don’t maintain it regularly, people won’t stick around on your site for long. Not only does it need to look good, but it needs to be optimised to work efficiently across a whole range of devices. So everything may be ticking along nicely on the everyday computer, but when your customers want to view your site on their smartphone or tablet, your site needs to be up to speed. Keep up with technology and hire a web design company to improve every aspect of your site to give your customers the best experience possible.
2. You aren’t keeping up with the times
The world of business is changing all the time, so you need to keep up to speed to match customer expectations. Not only do you need to cater for the latest mobile devices mentioned above, but you also need to focus on new payment techniques, self-service options, and speedy shipping methods. You may be frightened of change, but if your business is stuck with old practices, your customers are going to migrate to your trendier competition.
3. Your sales team have no people skills
You want your customers to buy from you, but they can very quickly be turned off by your sales team if they don’t feel respected. As you will appreciate, first impressions count for a lot in business, so you and your team need to treat your customers as if they were close to royalty. A smile when they enter the store, a cheery hello on the telephone, and a caring attitude when your customers have an issue are all attributes that will enhance your customer’s experience.
4. Your customers don’t think you care
It’s not that you are uncaring towards your customers (we hope), but people like to feel special, and your customers are no exception. We have already mentioned the importance of people skills, but you need to do more. This includes offering exclusive offers to regular customers, staying in touch with updates and bargains on social media, and giving away the occasional freebie with the occasional sale. You should also make every effort to respond to queries quickly, go the extra mile when it comes to explaining your product or service, and offer the personal touch by remembering names and previous interactions.
5. You are not easily accessible
You can’t be at your customer’s beck and call 24/7, but there are ways to improve your communication methods. This includes extra contact options on your website, such as a live chat option, and hiring new staff to answer customer queries on the phone. No longer can you expect customers to call you back if your lines are busy, as they will simply jump ship and move on to your competitor.
These are just some of the things you may need to fix. There could be more, so if you are losing custom, take stock of your operations and working practices, and make every effort to improve them.