Losing customers is an entrepreneur’s #1 nightmare
Customer acquisition is an integral part of any successful business strategy. However, it is just as important to keep those customers satisfied in the long run, so that they keep coming back.
Although this varies from industry to industry, statistics show that it generally costs five times more money to acquire a new customer than it does to keep an existing one. Aside from the financial aspect, retaining your customers is a critical step in ensuring that your business stays thriving and competitive.
#1 Consider conversion optimization services
You can have high traffic on your website, yet it will be worth nothing if visitors do not buy your product/ service or take the action you want them to take. To tackle this problem, you need to test and optimize your website elements to increase the rate of site visitors who complete the desired goal.
This is where a conversion rate optimization agency comes into consideration. By making data-driven adjustments to your sales funnel and marketing assets, they can help you save high on your time, money, and efforts, increase revenue per visitor, acquire more customers, and grow your business.
#2 Offer your international customers a great shopping experience
The world today is a global village where anyone can engage in free trade, and your business is no exception. For that reason, you need to offer your international customers a great shopping experience.
That being said, in order for your customers to finish their purchases, you need to ensure online purchases on your website run as efficiently as possible by helping them shop in their local currency. Forex exchange rate API does precisely that. It detects your users’ location from their IP address and shows them the right price in their currency. Having this feature integrated into your website will ensure you have less shopping cart abandonment and a better overall user experience. Part of offering customers a great shopping experience is excellent post-sales service.
It’s important to stay in touch with your customers even after they’ve done what they came to do on your website. Cart abandonment software can also help you reconnect with a potential client by reminding them what they left behind in their cart.
#3 Know their complaints and address them
If your business is losing customers, you need to make an effort to know what is driving them away. The best way to approach this is to find out what exact complaints your customers have. For example, you can record customer calls, ask for customer reviews and feedback, and follow up upon purchases.
Remember that most dissatisfied or losing customers do not complain; they simply walk out and tell others instead. Be prepared to accept complaints and show your clients that you are open to suggestions to serve them better. This way, you’ll be able to correct their perception of you and provide them with great satisfaction.
#4 Be in regular communication with your customers
Regular communication with your customers is an essential aspect of retaining them. The simple gesture of saying thank you with a personal message after a customer makes a purchase, asking for follow-ups, or giving them special offers all makes a huge difference. All these actions show that you want to be in long-term relationships with them beyond the superficial, one-time business deal. It makes them feel appreciated.
Remember that good communication works both ways. Allow them to express their views on your products or services and to make suggestions about improvements that can be made. Working with your customers to develop products or services tailored to their specific needs will give them an incentive to come back to your store.
#5 Personalize your contact
In line with the previous point, your customers want to feel like they are more than just a sale with a reference number. That said, make sure you provide them with personalized experiences. Take time to get to know them and appeal to their specific needs. Use CRM software to keep a record of what your customers have purchased in the past and provide them with specific offerings and personalized messages to help them feel valued.
#6 Prioritize excellent customer service
The key to excellent customer service is delivering more than what your customers expect from you. This task is not all up to you (though it is primarily your responsibility). Your employees interact with your customer base more than you do. That being said, you need to ensure they understand your business values and operations.
You need to establish and implement ways to ensure that all departments and employees interact with customers on different platforms with the same level of engagement. Even so, setting functional systems is one thing, and having a highly qualified and experienced workforce is another. You need both if you want to give your customers excellent service.
Having said this, investing in your employees’ knowledge is a task you need to consider when you want to improve customer experience.
There are many ways and tactics you can deploy to stop losing customers. Staying connected with them, offering an excellent purchasing experience, and getting help from professionals are just some of the most successful tactics provided in this article.
Start doing all of the above, and you will not have to spend as much time and money to attract repeat customers because they will already know and trust your brand. Small steps and gestures like these will turn a one-time transaction into a long-term relationship.