The article seeks that those who read it reflect on the importance of customer retention for a company or business. And that it is understood that this is not free that you have to work to achieve it.
For example, you ask yourself: Is your company or business retaining your customers? How long has it been since you asked your customers if they were satisfied with your product or service? Do you generate fluid communication with your customers? Do you know if they are loyal to you?
These and many more questions generally go unanswered. Companies or businesses tend to spend more time attracting new clients than retaining them. When the first thing is to make sure that those who already buy from us will continue to do so and from then on, go out to the market to attract new customers.
"The customer is king", "the customers come first", "the customer is always right", how many times have you heard these phrases from business owners who "fill their mouths" talking about the importance they have? the clients for him, but how many times the reality indicates that the dissatisfaction of the clients reaches unimaginable levels in the company of this same man.
It is known that to sell more there are two ways: we invoice more customers or we invoice more amounts to customers who are already buying from us and this is achieved through extended sale to other items or with a greater frequency of purchase.
Invoicing more clients requires investing time and money in marketing strategies that allow greater incorporation of them.
But the second way is much more accessible if we know that current clients are satisfied with our service.
For this, systematic actions to measure satisfaction should be implemented seeking to "listen to the voice of the customer."
How long has it been since you asked your clients if they were satisfied with your care? Surely a long time (if you ever did) and excuse me if it seems too hard, but the same question asked to those attending the courses of training developed so tell me.
The statistics (essential technical element to refer to a subject properly), indicate that 70% of the clients who received poor attention do not complain, although it seems the opposite, most do not complain and that is more, of this 70% not complaining about the company, 90% change their brand or business and 63% tell 10 people around them (family, friends, acquaintances), and what is worse: you didn't even find out. And why don't they complain, firstly because they don't know where or to whom to do it and secondly because they think it's not worth the effort, that the company won't react, terrible right?
Of course, and then the question comes, what happens that we sell less, and nobody really takes care of analyzing customer retention rates.
Remember, first make sure you are not "missing" any due to poor care and then go out and find the new ones.
We specialists repeat to our clients over and over again: it is proven that it is five times more expensive to find new clients than to retain the ones I already have.
And today, in days when loyalty is considered by some as a utopia, by the hand of the quality of the attention the customer can be retained, analyze yourself as a consumer, do you not have loyalty to any brand or business? sure not?
That's right, and think about why you are loyal, what are the elements of satisfaction that seduce you to buy again from the same place or the same brand.
Quality of care will certainly be one of these elements.
Because in the face of similar products, at similar prices, what can differentiate it more than an excellent and very careful attention.
This which may seem basic to you, you will notice by observing the companies around you, that it is not always fulfilled.
Good service, satisfaction is no longer an alternative, today makes business success or failure, and who better than my customer contact staff to provide satisfaction.
Whatever tactic you want to implement will fundamentally depend on your "line of fire", on the human factor you have to carry it out.
Train your people "on the front lines", prepare them to deliver quality.
As TOM WAISE (a specialist in business resuscitation) expresses well, the most important thing in any company, whatever its size, is customer service.
And don't forget: with good service, satisfaction / retention is assured.
