It is amazing how many businesses fail to comprehend the importance of cultivating customer loyalty. Most businesses don’t put much considerable effort into keeping their customers happy after they acquire them. This attitude ends up being an Achilles’ heel for them, and a threat to their sustainability.
As a result, you’ll come across organizations that are more focused on acquiring customers than retaining them. Ideally, an organization should be focused on customer retention, since if you are not, then you’re simply going to lose customers in the long run.
So, if loyalty programs are not the solution, then what is a good alternative? The answer to this question lies in understanding why customers leave in the first place.
The broad range of issues that usually make a customer break ties are:
• Slow customer service
• Late delivery of service
• Failing to anticipate the customers’ needs
• Not staying in touch with them
• Failing to answer their questions
• Irrelevant marketing
• Restricting them to email queries
• Having no online self-service option
• Not being visible enough in the marketplace
So, now that we’ve established a broad list of don’ts in customer loyalty, here are three things that can help you turn your client relationships around.