CUSTOMER RETENTION | THE SECRETS TO KEEPING YOUR CUSTOMERS HAPPY

Every business should be tracking customer satisfaction metrics, but the real question is -- how do you make sure these customers are truly satisfied? Competition is at every turn in the business industry and it is crucial to make sure your customers have a great experience every time. It is important to note what can impact customer satisfaction to keep them coming back for more. Their happiness is what feeds your business.

THE COST OF UNHAPPY CUSTOMERS
In this day and age the economy is becoming more and more customer centered. Even slight dis-satisfaction can result in a higher number of customer loss. Having poor customer service in and throughout your business can result in customers switching to other organizations and in turn leaving yours.

Customer to business loyalty can drop as much as 50 percent, making a once very satisfied customer only somewhat satisfied.Even before trying to gain new customers,businesses should turn their focus towards what they can do to keep their current clients happy. Making sure these customers are satisfied will mean doing everything in one's power to retain them.

THE SECRET TO (CUSTOMER) HAPPINESS
What can you do to make sure your customers are sticking around? One of the most important ways of achieving this customer satisfaction is to make sure they are being treated as more than just another customer or a check off the list. Here are five suggestions to prove to your customers they are more then just a number.

1. HAVE AN OPEN LINE OF COMMUNICATION
There are many new advances in technology today. Many of these advances include live chat which can allow the customer to better access someone in customer service or support, rather than being on hold for several minutes or even hours. Live chat can be used as an effective tool to better serve your customers. It can speed up the overall process by being able to connect with more than one customer at at a time. It can also reduce cost by achieving multiple ways to communicate with your customer base. This kind of technology can help keep your customers happy and continuing to seek out your services.

2. DON’T MAKE CUSTOMERS REPEAT THEMSELVES
Having customers repeat themselves can be very frustrating for them and it can also look as though you're not truly listening to what they are saying. Try to listen to what they are trying to convey instead of thinking about what you want to say next. There is nothing worse then trying to butt in and trump their words with something you feel the need to say. Restate important information to be sure nothing gets lost in communication. This will avoid any kind of mixed communication down the road. Having this listening strategy can show your customers that you value what input they may have.

3. TAKE CUSTOMER FEEDBACK SERIOUSLY
Customer feedback can be collected in various ways to recognize exactly what concerns and praise customers may have about your business. Feedback can be brought to your attention through surveys and online media, and these can be used as windows to a customer's perspective of how they view your company. Don't take this feedback lightly. Replying to the feedback can be a great way to illustrate that you appreciate what they are saying and you will do your best to relieve them of any concerns they may have. It has been proven that when customers see you are replying to feedback and especially negative feedback, that they are more likely to utilize your services. People like to see that you are promptly replying to your clients whether it be good or bad feedback.

4. AVOID PLAYING HOT POTATO
Although most businesses are equip with the right answers to inquiring customers, they don't always have them right off the bat. Instead of the usual response of passing the customer off to another employee, do your best to find the answer yourself. If you are still unsure of the correct response, tell them you will call them back with an answer. This will avoid passing them off to another team member and it will also avoid keeping them on hold for long amounts of time.

5. BE HONEST AND TRANSPARENT
When a business makes a mistake it is better to be honest and admit the wrong doing instead of try to cover it up or make excuses. Most customers will appreciate the integrity of the company and have a higher appreciation for the work that you are doing for them. This will also alleviate any customer fears that might otherwise look as though they're hiding something. Be honest with your customers and in turn there will be more trust and a long lasting loyalty for years to come.

CONCLUSION
It isn't hard to figure out what creates good relationships between you and your customers, but actually utilizing these tips can help you hold onto your customers for the years to come. Always remember the golden rule about treating customers the way you would want them to treat your business. Be proactive in looking for new ways to satisfy your customers. As the times change you may need to change your tactics. What customer satisfaction all comes down to is doing your best to always leave your customers smiling on the other end.



For more information about this article go to: https://blog.podium.com/2016/09/02/customer-retention-keep-customers-happy/?utm_source=hartfordsmall...