10 Ways to Keep Customers

(SEE how to get them in previous post)

1. Offer More Communication Channels – The days of communicating with your customers via email alone are numbered. To keep customers you must talk the same language using the same channels. Consider using Twitter, Skype and even a 3rd party online chat application to engage your customers.

2. Respond to Emails Within 15 Minutes – In the viral world, it is very hard to cause a customer to say “Wow!”, but it’s not impossible. Quality customer support in the shape of priority email support can cause that. To keep customers, make it a business policy to respond as soon as possible. In some cases, you might still respond while the customer is browsing the site, thereby increasing the likelihood of a sale.

3. Make New Offers – Some customer groups find price drop offers appealing, some find free delivery appealing and some are just looking for any excuse to spend more. To keep customers, always diversify your offers to keep your products as appealing to your customers as the first time they bought from you.

4. Openly Encourage Reviews (Good or Bad) – It is easier for customers to relate to other customers and to the problems or solutions they found when using your products if there is a place for them to talk about their experience. In order to keep a genuine brand image, encourage product reviews which will also help you spot any potential problems on time.

5. Actively Ask for Feedback – Similar to product reviews, the goal of asking for feedback is to find potential problems with your products or service which might put off customers from buying again. Consider signing every service email (such as an invoice, order confirmation and of course, company newsletter) with a request to provide feedback.

6. Look and Talk Professionally – To win and retain new customers, become an authority on the product or service you offer. The brand image, the language you use, and the level of service offered should all spell professionalism.

7. Do Not Distance Yourself – While your business needs to look and act in a professional manner, do not overdo it. Remember that your customer base has many potential returning customers, some with more knowledge than others. Avoid using buzz words, openly accept communication, and find the right balance between appearing professional and distancing yourself from your customers.

8. Fix Problems Quickly – If you find a problem with your products or service, act quickly and decisively.

9. Stay Competitive – As you already read, one of my top tips of winning new business is to be competitive. To keep new customers, you must also stay competitive, taking into account the total price of your products or service i.e. tax and delivery when applicable.

10. Surprise Your Customers (with a nice surprise, that is) – Do something beyond what you have to. Send a promotion code to loyal customers, create a high quality how-to guide sharing your extensive industry experience, or even send your customer a congratulations email on their birthday. Just show you really care.

What are your tips for retaining customers?