How to Retain your Clients and Increase Customer Satisfaction

Selling to new customers is hard. The chances of selling your product or service to a new customer are around 5 to 20%, whereas the likelihood of selling to a user that already knows your brand is a lot higher: 60-70%.

Plus, getting a new customer can be really expensive. It’s actually 2 to 25 times more expensive to obtain a new customer than to keep current clients.

That’s why it’s important to retain your clients. The best way to do it is to keep them satisfied. Mistakes can be made during your transaction. Clients can receive a product in poor form or may not feel pleased with your service. However, you can always win them back.

Here are ten ways you can keep your clients happy and engaged with your brand

Be quick to answer your customers’ questions.

Customers usually have certain expectations when it comes to the kind of service they wish to receive. If they have any issues during their customer journey, it’s very likely that they will ask you or any of your team members for help.

This is why you need to have everyone prepared for questions. If customers receive a good response in a short period of time, they will be happy and more likely to return. 

Respond properly to valid complaints.

Even if customers understand the process and no longer have any questions, they may find problems with your service. They did not receive a proper answer to their issue, they received the wrong product, or they are not satisfied with your service.

For whatever reason, they will feel inclined to make a complaint online. They can give you a bad review, which is why you need to keep an eye on negative feedback. Responding properly to customers may change their minds and turn an angry user into a loyal customer.

Engage with users on Social Media.

More than ever users are engaging with brands. You will see it a lot on social media platforms like Facebook, Instagram, and Twitter. This is a place where a lot of customers will ask for help or will share their issues with your company.

Social media platforms are a great opportunity to show how you deal with problems. Do not hesitate to contact users across your digital platforms. This can help your brand build trust within your community.

Connect with your customers across different channels.

Your customer communication does not need to stop on social media. You can also contact them on other platforms like e-mail, SMS, push notifications, or on your website.

Make sure you always leave room for users to share their thoughts with your brand across the digital landscape. Having an engaged community will improve your reputation.

Improve the customer service culture in your team.

Customers love to have their problems solved. And you need to have your team ready to face any challenge. Growing a great customer service culture within your team members can be vital for recovering unsatisfied customers.

Check the customer journey regularly.

In this digital 2.0 world, trends are ever-changing. That means that the way your customers find your services online may change from one day to the other. You need to constantly check the customer journey to reach your business. If you see any drastic changes, be ready to adapt to them.

Understand your customers’ needs.

If you listen to your customers, you will understand them better. As mentioned before, their needs may change from time to time. To provide a proper service, understand why they may require your product or service. Don’t be afraid to contact them if you feel like you don’t know the answer. It’s better to ask them than to assume something incorrectly and see your customers go away.

Train your employees.

A team trained to handle customers’ requests and issues can make a difference when trying to retain current clients. When your team members understand the process, you will be more likely to see positive results in the long run.

Review that your clients are satisfied.

Constantly check reviews, with special attention to bad reviews. Remember, not all bad reviews are appropriate. Knowing the difference between a valid complaint and a message from a troll is key to keeping your reputation.

Be transparent with your customers.

Always keep your customers updated with any news about your business. If you are having shipping issues, longer waiting periods, or you are not able to meet your customers’ deadlines you need to let them know. This will increase their trust in you and will keep them from running away to your competitors.