As a startup business owner, it is only understandable that your main goal is to introduce your brand, boost brand awareness, and attract as many customers as possible. But since your focus is only on enticing clients and closing sales, it is easy to forget other important tasks. This includes keeping them engaged, building their trust, and retaining them as loyal customers.
Many startups fail to realize that customer retention is just as important as client acquisition. If you treat your new clients right and keep them happy with your offers, then you can earn their loyalty. This increases their chances of making repeat purchases. This also urges them to be your brand advocate.
If you simply focus on attracting new clients, this will reduce your brand’s profitability. This is since existing customers spend more on your current and new offerings compared to new clients. If you are having a hard time retaining first-time clients, then you could already be making the following mistakes.
You Have a Poor Customer Onboarding Process
A company’s customer onboarding process refers to the entire process customers have from the moment they become your customers up to their ongoing relationship with your brand. If you don’t have a recurring engagement with your clients after closing a sale, then you will fail to keep them as clients.
Make sure that your brand will continue to provide great customer experience. For one, you want to ensure you introduce your brand and your team members to your new client. You will need to make sure there is constant and clear communication between you tam and your clients. Listen about your customer’s needs, wants, and expectations from your brand. Be sure to solicit their feedback and to use their browsing history when creating offers.
The good news is that a customer onboarding program makes it easier for you to retain even your hard to please customers. This software helps better educate your client about what real value your brand has to offer. Since your customers already have an idea of what your products or services are and the uses of each offer, this reduces the need for them to call your customer support. They will already have an idea of what and when to expect and what they need to do to communicate their concerns. This, in turn, boosts customer satisfaction, and your profitability increases.
Your Clients Can’t Feel That You Care
Customer appreciation is crucial for customer retention. If your customers can’t feel your appreciation towards their loyalty to your company, it can be easy for them to leave your brand and find another business that can satisfy their expectations. The good news is, showing customer appreciation is easier than you might think.
For one, make sure you show gratitude whenever appropriate. For instance, they recently completed a purchase. Don’t forget to send them an email thanking them for their purchase. After they receive the product, ask for their feedback and links to resources related to their purchase that they might find helpful.
Don’t forget that everyone loves freebies. Give your new customers more reasons to shop again by giving away freebies on their next purchase. Send them discounts and surprise them with exclusive deals. Don’t forget to celebrate their anniversaries as your loyal client by giving them a big annual discount, free upgrades, or random rewards.
You Don’t Leverage Customer Feedback
It is not enough that you ask your customers about their feedback. If you don’t reply to their feedback, this can turn them off. If you did not even bother using those feedbacks, your customers will surely know.
There are tons of ways to obtain client feedback. You may reach out to them via email asking them about their recent experience in your company or use polls and short surveys. Some companies offer discounts and incentives in exchange for feedback.
Other companies use whatever data they have to collect and analyze feedback. Some make use of live chat transcripts while others review sales calls. Some brands chose to monitor what their followers have to say about the brand in social media. It also pays that you check business review sites.
Once you collect feedback from your customers, categorize each one. Find ways to address each issue and be sure to reach out to those customers and tell them you appreciate them for voicing out their concerns, issues, etc. Make certain improvements while keeping in mind what the majority of your clients wanted and needed. Publicize any changes you make to make them aware of your willingness to improve your brand.
These are but three things that hurt your startup’s ability to make more profit out of your existing customers. If you wish to retain your customers, be sure to improve your onboarding process. Make your clients feel appreciated and cared for and always collect and act on customer feedback. Turn your new customers into loyal clients and you can enjoy more than a single sale from them.