For any business that provides a product or service to customers, the act of finding, targeting and obtaining new customers is always going to be among its top priorities.
But what many businesses tend to forget is that once a customer makes the first purchase, there is much more to be done in the customer relationship. Smart businesses know that the first purchase is really just the beginning, and that the real business value lies in retaining that customer.
Since we here in customer experience management and solutions for businesses who are constantly trying to better understand their customers’ needs.
We can’t solve a problem if we don’t understand to what extent it exists or why it exists. Once that information is understood, the strategy is simple and should really be threefold:
- We treat our customers/clients like people. The internet is a wonderful thing, but making an effort to relate to our clients/customers on a personal level is often the difference between a sustainable business and one that’s here today, gone tomorrow.
- We appreciate our clients/customers. Thank you notes, or discounts to our most loyal customers can speak volumes.
- We always welcome and ask for constructive feedback. Let our customers know that their voice is heard. We don’t wait for negative feedback to come to us, proactively reach out to our customers on a regular basis to find out what they like and what they think we can improve on.