Nurturing a relationship with customers today is vitally important for businesses looking to grow. Harvard Business School suggests increasing customer retention rates by 5 percent can increase profits by as much as 25 to 95 percent. Unfortunately, it appears that 64 percent of brands do not provide good customer care (according to Forrester Research in 2012), even though Desk suggests that 60 percent customers are willing to pay more for better customer service.
It is time that you evaluate your customer service and take steps to improve it. Here are a few tips to help you attract – and more importantly – keep your customers.
How to Attract and Keep Customers
1. When targeting customers, stand for shared values and invoke the customers’ ego with detailed research into your target group. Customers become loyal when they find a brand that shares their values, so it is important to always stand for something in order for customers to care about your brand. Customers are also more likely to stick with brands that sends out a message to their specific goals, pains and aspirations.
2. Gather feedback as much as you can through surveys, forums, point of sale, groups and communities, web forms and observation. Such feedback will always keep you informed of what customers are thinking and what they desire from you. It is also important to know your customers well. Never ever ignore a single customers. Have all employees – communal support groups that all staff members can access are the most effective – take time to find out customer traits to be able to provide more positive service.
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