It is often the little things you miss that can lead to customer attrition.
A simple oversight can stop your customer from being loyal.
And allow your competitors to start seducing them.
The oversight is using the same tactics in the same way for current and potential customers.
It may look like a short cut to save time or money. But it complicates your marketing, your relationships and usually doesn’t achieve what you want.
For example last year I purchased something from a website and got on their email list. They are currently running a similar promotion to get people to buy.
But they forgot to do one thing.
Segment their lists. Oops.
This meant I received all the information I got last year as a potential customer when I should have been on a current customer list. This complicates their marketing efforts and reduces the results they were looking for to grow their business.
Ways To Stop Customer attrition
At a simple level looking at what you have planned or doing with your marketing tactics. See if they are specific to retaining customers so they can keep buying your products or services. It is better to know than to guess if the marketing tactics will lead to customer retention.
If your tactics are not specific to retaining your customers and this is a key objective, then throw them out. Or assign them to another marketing objective, such as getting more customers.
Break It Up
When I worked in large multinational companies with a large budget to spend we didn’t run campaigns or implement tactics for current and potential customers at the same time.
It would have been complicated and not maximising the budget.
If keeping your current customers buying is a priority set certain times of the year to concentrate on it. A tip is to think of their buying cycle and their needs. The main thing is to keep it simple as you are likely to get better results.
With social media there are so many ways you can set up simple communication that doesn’t time up much time or money and lets them know they are appreciated.
Customer attrition hurts your business’s growth so why not avoid it by choosing the right marketing tactics.
Over to you
How do you avoid choosing marketing tactics that can put off your current customers?
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