As important as getting clients, is to retain customers, even, sometimes retaining customers is more important than attracting new customers as loyal or frequent customers are not only buying more volumes usually do, but are also we most recommend to other consumers.
Once we have succeeded in attracting a customer and make us buy or make use of our services, the steps we must take to keep him and make our customer become frequent or faithful, are:
1. Deliver the goods
Comply with all that we have offered or promised (even if it’s something not very important) is the first step to retain a customer.
For example, we must ensure that the product has all the features and specifications offered, follow all the agreed conditions, and meet deadlines.
If for any reason in the situation we find ourselves unable to agree with something we have promised, we must be sincere with the customer and notify us immediately with him to explain our situation.
2. Inquire about their satisfaction
The next step to retain a customer is consulted on the satisfaction it has had on our product or service.
To do this, we might approach him and ask if everything is okay, call them to ask if the product arrived on the agreed conditions, or call to ask how you’re doing with the product.
By consulting the customer about their satisfaction not only let you know that we care about him, but also help us know your impressions about our product or service and, for example, know of possible errors that could be making.
3. Maintain communication
Maintain communication with customers is a key aspect of our goal to make frequent or loyal customer.
To maintain communication with the customer, we could start by sending a letter or email of congratulations and thanks for your purchase, and then send postcards or emails of greetings on his birthday or some holiday time.
We could also make sure that we follow in our profiles on Facebook or Twitter, or attempting to subscribe to our newsletter through which we send periodic publications that are of interest.
4. Offering new products or promotions
Finally, to end to retain a customer into a loyal repeat customer or after having had some communication with it, we offer new products or promotions.
For example, we may send an email with information about the launch of a new product or promotion, but always ensuring that the product or promotion are of particular interest.
For example, we offer a complementary product to the product you’ve already purchased a product that is in accordance to their needs, preferences or specific tastes, or a promotion that may be suitable or interested.
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