Hopefully you have a simple customer retention strategy in place.
If not, then you can help ensure your customers keep buying by looking at all the touch points they can have with your business.
And develop processes for each important touch point.
The processes can benefit your business and your customers.
They can save your business costs, increase sales and simplify the lives of your customers.
I was reminded of this when I received a monthly newsletter from the software company I use for internet security.
Thinking about it whenever I have had dealings with them it was simple.
For example, they automatically send you an email and give you a discount when you subscribe each year. If you have a problem, they handle it swiftly and help you understand what happened and how it can be fixed.
What are the touch points?
Even though it will depend on your business and size there are certain touch points that customers will have with your business. By listing them, it allows you to see all the possibilities where you can have a process.
Touch points include:
- Price rises
- Customer care program
It doesn’t have to be a tomb of paper. Instead, look for the simple ways to communicate and engage with customers.
Simply by noting the steps to take can save hours versus if you do it in an ad hoc manner. If you have employees, it makes their job easier so they can follow the process instead of asking you or their manager what to do.
If you already have processes then look to how you can simplify them for your customers and your business.
For example the company that I use for internet security knows what things can go wrong. Initially when I had a problem they would fix it over the phone. Now they offer that plus they send an email with the step by step instructions in case it occurs again.
This saves me money and time and reinforces the decision to keep buying the product.
If you do not have any processes in place, take it one step at a time. Processes may sound tedious but if they increase customer retention and sales, they are worth doing.
Do you want to increase customer retention. If you do, I can help. Click Here to see how.