What’s the secret to retaining your customers? You can have responsive customer service, quality products, timely appointments, well-trained technicians along with professional marketing that establishes your credibility and continued communication through email, cards, newsletters and social media. Yet when you add up everything you do to earn customer retention, where does it lead?
Elements deployed to build loyalty and keep your customers fit under the umbrella of a very important word: trust.
Customers choose you over a competitor’s super sweet deal because they don’t know your competitor. They know and trust you. They refer friends and family your way because they know you won’t let them down.
Trust is an outgrowth of customer attitudes nurtured by your actions and their experience. You can build trust by demonstrating how much you value your relationship with your customers. Stay in touch. Treat them with respect. Be genuine and professional in interactions. Welcome and respond to feedback. And be visible in your community.
Then when they’re tempted to try something new, your customer retention program reminds them why they stick with you.