If a customer has a question or a concern, do they have an accessible route to have it addressed or are they going to be met by a brick wall? Even if you don’t have the manpower to provide the feedback that keeps them coming back, you can look at digital customer support tools that can help offer that support for you, such as FAQ pages and AI chatbots that can direct them to the resources they need.
You must be able to help customers feel heard more easily. For a smaller business, this isn’t always easy as you might be busy doing work to always respond to customer support queries immediately. However, to this end, your business may need to work with your virtual receptionist. This way you can ensure messages are taken, customers are heard, and you can get back to them when you’re available.
Help your customers feel like they’re wanted, respected, and appreciated for the support that they offer your business. Loyalty systems are far from uncommon, but to make them more effective, you want to incorporate more than discounts. Look at exclusive rewards you can offer your most loyal customers and you can give them an emotional connection with the business that turns them from occasional supporters into long-term fans.
You shouldn’t always be waiting for the customer to get in touch with you, either. You should be actively working to offer them support, to show them deals, and to provide content that they might find interesting or helpful. Building an email marketing campaign and getting them to sign up is an excellent way to remind them that you’re there, and continuously work on retention long after they’ve completed their purchase.
You don’t want to give customers the power to tell you how to run your business. It is not cost-effective to continuously go outside of your usual project scope to satisfy an extra picky and needy customer. However, by offering them different pricing and service plans, you can give them some control over their services, which your competitors might lack. They will feel like their needs are being specifically catered to and are thus more likely to stick around.
With the tips above, you should find it a lot easier to keep hold of customers, meaning you don’t have to spend as much on winning new ones. Retention is almost always significantly cheaper than acquisition.