Getting customers to come back time and time again can be difficult, especially in a world of fierce competition and customer service stories being shared online. Providing a great product or service is usually not enough to keep them coming back. Here are a few ways companies can improve customer retention:
- Appreciate your customers: Make an effort to relate to your customers on a personal level. If customers feel like they are just a sale, they will go somewhere else without a second thought. If they feel that they have built a relationship with a business, they are more likely to come back a second and third time and recommend you to their friends. The fact that they chose you, whether or not because of your pricing or reputation or convenience, is something that you appreciate, so show it. Thank them. Thank them every time for choosing you and let them know in words and deeds how important your business is to them, regardless of whether they¹re your smallest customer or your largest.
- Give great service: Make sure the customer is dealt with promptly, courteously and efficiently. Listen to their needs and meet them as efficiently as possible. Customers will remember this, but they will remember bad service even more
- Be quick to resolve issues: Not every product works exactly right and sometimes paid services don¹t meet expectations. Accept that when the customer¹s expectations haven¹t been met, you must work hard to make sure the issues are resolved to their satisfaction. They will remember this and they will feel like their purchases are safe with you next time.
- Welcome and ask for constructive feedback. Don’t wait for negative feedback to come to you. Proactively reach out on a regular basis to find out what your customers like and what you can improve on.
- Keep in touch. Gather contact data on your customers when you can, and keep it current. Reach out to them with special offers or new products and services, or just send them a birthday card. Use any excuse to keep your company in their minds. The conversation cannot stop once the sale is made.. It is critical that companies focus on sending personal communications throughout the lifecycle of the customer.
- Reward loyalty. Everyone, once in a while, should treat a loyal customer with a free product or special discount just for being a loyal customer. You¹ll be surprised at the goodwill this will engender.
- Treat your Employees Well: Check in with your employees to make sure they have what they need to do their job successfully. Giving your employees the right resources (whether training, equipment) improves their ability to provide customers with the services they expect. people respond far better to positive feedback than to negative. By consistently letting your employees know what they are doing right, you keep employees on the right track since people are likely to repeat behaviors they have been praised for. This means less customer complaints and higher customer satisfaction
PlanetDaily wants you and your cannabis patients to have positive experiences and keep returning for repeat business.Customer retention is a byproduct of customer service and experience. Create a good experience, that’s consistent and predictable, and you have a shot at customer retention.