Businesses are always dealing with customer turnover. There’s just no getting around it. You might have had a regular customer for months or years, but all of a sudden they may just stop coming in or no longer need your services. People move, their schedules jobs, their jobs change, their needs have been met, or for a myriad of other reasons customers leave. But that doesn’t mean you should forget about them and move on.
Having a system in place that allows you to remain in contact with all your customers: current, former, and prospective is important to remain visible, relevant, and top of mind. It can really make a big difference in your business’ growth.
Here are eight things you can do to turn customer churn into EARN and make the most from your customers:
1. Give Them a Gift.
It’s important to thank clients for their business. Not only can it be something useful and enjoyable, a gift can give customers something tangible to remember you by. Personal touches can go a long way in strengthening a business’ connection with customers.
2. Ask For a Testimonial.
Ask your customers for written reviews in their experience with your business, or even better yet a video review. Gathering customer feedback is highly valuable in promoting your business and better understanding your customer needs. Testimonials are powerful word of mouth advertising. Have a form on your website to make it easy for customers to complete and then with permission, display your best testimonials on your website and in your marketing.
Whether it is a testimonial gathered through email, your website form, through Google, or online review sites, testimonials help build trust and credibility. They are also a powerful marketing tool .
3. Stay in Touch Through Social Media .
Encourage customers to follow you on your social networks and make it easy for them to find you with links on your website to your social channels. Not only does this help you stay in touch, it also helps grow and diversify your online traffic sources. To keep your following growing, provide the valuable content and engagement that keeps people coming back.
4. Use Email.
Unlike social networks which can change how they distribute you’re ability to have your posts seen by your followers, email is a marketing tool you own and control. Have an email sign up form prominently displayed on your websites and give your customers good reason to sign up. Email marketing to a list can be a steady, reliable source of website traffic and is one of the most cost-effective forms of marketing.
5. Print Marketing.
You can also add customers to your mailing list for your newsletters or special offers. Print materials give customers something tangible they will see and even share with friends and family who may be in need of your products or services.
Keep a record of special dates for the customer and have systems and processes in place to periodically send them a card. Not only is this a nice gesture, it also is a continuing reminder that let’s them know you are there to help.
7. Phone Calls.
If have a solid relationship with a customer, reach out to them and provide that personal touch a phone call provides. Schedule times to contact customers to see how they are doing, show you care, and follow up and better serve them.
Being present at events where your customers are is a great way to connect. Face to face meetings go a long way in developing the customer relationship. Participating in or hosting community events is a fantastic way to give back and be visible.
These customers follow-up practices are what can help differentiate a business and are part of an integrated marketing approach to attract more customers. By having a customer follow-up system in place, you can retain more cash, decrease churn, and get more referrals. You can also gather more testimonials, social media following, and addresses to market to.
Implementing a Follow-Up System
Does this sound like a lot of work? It is but it’s worth the time and money spent. It’s important to understand the value of the customers you have and the potential referral source they provide. To boot, it’s usually cheaper to market to existing customers than attract new ones.
It’s also vital to understand how your customers like to be contacted. Some people may like email or social media while others may like print mailers. Ask your customers so you know what they prefer.
For more information on developing a customer follow-up system, please contact us at (435) 319-7260. We would love to help you create and implement a retention process that converts and grows your business.