Your business is losing customers. What can you do to keep them coming back?

If you are struggling with customer loss whether the gradually or rapidly, there is a root problem that needs to be tackled first, it is about how well you understand your customers. You need to understand their basic need from the products you offer. You need to know their satisfactory level from the products you've offered through feedback and reviews. To build strong relationship, you need to know what they perceive about your brand and how you can improve in satisfying them. Roll out discount offers sometimes, incentivize those that go all out to do more business and refer others to your brand. Be authentic and be a customer-centric focused brand.

Connect with everyone on a personal level … everything doesn’t have to be about the bottom line all the time. Whether it regards client relationships or business partnerships, transparency and honesty builds trust and loyalty.

Most the time it is not what is happening during the onboarding or the customer journey. But rather, the client ICP or fit from the start. Because what often happens in a poor scale cycle is bad fit. This leads to customers that should never be there, and churn being kicked down the road. It's like selling a Ryan air flight for peanuts and expecting your retention rates to be that of KLM. It just won't happen. This is what Toyota understood instead of Ford. Customers who pay more, for a more reliable product (car) stay longer, and will purchase another Toyota (retention). It's an entirely different customer your going after. It all starts upstream, post sale is just the consequences.

You can’t help your clients if you don’t know them. The first step to any client / customer relationship is getting to know them from the ground up. Who are they? How do they see themselves? What’s crucial to the business this quarter, this year, and 3-5 years from now? When you begin to understand what your client needs and how they operate, then and only then can you start to bring solutions to the table and see where you can add value.

Absolutely, understanding your customers is fundamental to building lasting relationships. By employing methods like regular surveys like NPS, feedback forms, analytics, and CRM software, you gain valuable insights into their preferences and experiences. This knowledge enables you to customize your products, services, and communication to align with their needs, ultimately enhancing customer satisfaction and loyalty. Regularly updating and refining this understanding ensures your business remains responsive to evolving customer expectations, fostering a strong and enduring connection with your customer base.

The way I like to segment mine are by things such as license count, plan type, attrition risk, 1 yr vs multi year commitment, etc. The way to segment would vary based on the company and its priorities. While there are clearly accounts that have room for bigger growth etc, I believe the way you segment accounts shouldn’t cause any account to feel like an afterthought. What I mean by that is for renewals, the accounts that have bigger attrition risk or room for growth, shouldn’t be the only ones that get the outreach/account intros months in advance, while the straight forward renewals receive emails a week before renewal date. Every customer likes to feel important and not like an afterthought, even if they aren’t the highest spend.

Although, retaining customers has all been about providing exceptional support and a fruitful CSM relationship, sales also play a major role in this process. Sales need to set the right expectations and earn trust and confidence on the brand/company from the salesperson. As it's usually the salesperson that is the face of the brand. Prospects who go ahead with competitors because of budget or features will come back if you've done your selling right.

In the equities business, acknowledging the diversity among customers is crucial. By segmenting based on criteria such as trading behavior, portfolio history, or loyalty, you can identify your most valuable clients. This facilitates a personalized approach, where you can offer tailored incentives, enhancing their engagement. Moreover, segmentation plays a vital role in pinpointing at-risk customers, enabling potential concerns ti be addressed and implement preventive measures to retain their loyalty.

A segmenta??o inteligente de clientes n?o apenas aprimora a personaliza??o, mas também possibilita uma abordagem proativa, identificando e retendo clientes em risco, consolidando a saúde e a fidelidade do negócio.

I’m not a fan of customer segmentation. I think all customers should be treated equally. In my line of work, a small client can become a large client overnight. A lot can happen to change a customer’s needs.

In my experience it comes back to the communication. You have to take the emotional part out of it and get to the facts of what the issues are, get clear understanding and then work on correcting it. Then communicate that things have been repaired. Communication when handled properly can build a relationship and relationships is what will build your business.

Yes. Communication is critical to customer retention; however, quantity isn’t the answer. It’s about appropriateness. If customers are happy- ask why. If customers are unhappy- ask why? And listen. Document. Assess. And make changes.

I used to manage a health club and was put in charge of a location that was regularly losing money that we acquired from another chain. The members were pissed at us, the big corp. coming in to take over. The manager before me was often either in the office or on extended leave so they never saw him. I was determined to be the town mayor and make those members my best friend. I did all my work at the front desk so that 1) I could greet them by name as they scanned their cards and 2) be easily accessible to take all their comments directly. By the time I left not only had we turned a profit, membership was at an all time high, and I had made all those disgruntled members my friends. They threw a pizza party for me on my last day.

Get in the habit of getting on the phone. We seem to have become shy of calling, much less answering the phone. You could enhance the customer experience by listening to their aspirations in using your products, frustration when it does not perform as it should, and ideas they thought of based on what they have seen in the market. Words in an email should be catered to them, segmented for their initiatives. Otherwise, you need to think of how you bring them as much value as you want them to bring to your organizationz

?? Effective communication is the foundation of customer trust and loyalty. Striking the right balance in frequency and channel is crucial. Utilize emails, social media, phone calls, or chat for diverse touchpoints like newsletters, updates, and reminders. Personalize these communications to resonate more with your customers. Use these channels not just for updates, but also for gathering feedback, addressing complaints, or solving issues. Ensuring your customers feel valued and heard through thoughtful communication fosters a strong, trusting relationship. Remember, a well-informed customer is more likely to be a satisfied and loyal one.

Rewarding customers fosters an emotional connection with your brand. When customers feel appreciated through exclusive offers, personalized discounts, or loyalty programs, they are more likely to develop a positive emotional attachment, making it harder for them to switch to a competitor. Loyalty programs and rewards create an incentive for customers to choose your business over competitors. By offering discounts, points, or exclusive perks, you motivate customers to make repeat purchases, increasing their overall lifetime value to your business. Customers are more likely to stick with a brand that consistently acknowledges and rewards their loyalty, especially if your rewards program stands out from those of your competitors.

To retain the customer’s we’ve worked hard to attract, it’s essential to establish an effective loyalty program. Before establishing this program, however, we must identify how we will measure the success of the program. Once we’ve identified this, now we have to ask: how we can we connect with the customer on a deeper level? ??

?? Rewarding your customers can significantly boost loyalty and retention. Consider creating a loyalty program where customers earn points, discounts, or freebies based on their purchases and interactions. This not only encourages repeat business but also enhances customer satisfaction. Additionally, incentivize customers for referrals, testimonials, and social media engagement. These rewards can turn customers into brand ambassadors, amplifying your reach and reputation. The goal is to make each customer feel appreciated and special, motivating them to continue their relationship with your business. Remember, a rewarded customer is often a loyal and vocal advocate for your brand.

Rewarding customers is crucial for fostering long-term relationships. Here's a structured approach: 1. Establish tiered levels based on the volume or duration of the partnerships. 2. Provide discounts or rebates based on cumulative purchases or contracted volumes. 3. Reward customers for referring new clients or businesses to your services. 4. Tailor additional services or features based on the specific needs of the customers. Remember to regularly review and update your reward strategies to ensure they align with the evolving needs of your customers.

Implementing a customer rewards program has been a game-changer in ensuring customer loyalty. By offering incentives, or exclusive perks, you not only express gratitude for their loyalty but also create a compelling reason for customers to keep coming back. It's a win-win that fosters a strong, ongoing relationship between your business and its valued customers.

The best way to surprise and delight your customers is to consistently exceed their expectations and deliver exceptional service.

Personalised money can't buy experiences has proven to be the most impactful in building a long term relationship between a brand and a client: Taking note of your clients favorite perfume which is now discontinued (shared during small talk), finding a way to source it via contacts, and offering it to him/her with a note delivered to their house with a bouquet of flowers. Very little cost - Very high impact.

In my experience, surprising your customers from time to time it has a huge value and return for your company because it builds a great reference for you in the future.

I call clients in their Birthdays, for some I am the only call they get. Others will say they love me or share what will be doing to celebrate their day.

I would suggest starting with the companies and persons who frequent the business. Create a think tank so that you can remain in a state of process improvement. Write the companies hand written notes expressing appreciation for their employees and the positive environment they create while using your services.

?? Learning from your customers is essential for continual improvement and retention. Monitor key metrics like customer retention rate, churn rate, and lifetime value to understand customer loyalty and value. Actively seek and analyze customer feedback, reviews, and testimonials. This input is invaluable for identifying what you're doing right and where you need improvement. Use this knowledge to refine your products, services, and overall customer experience. The insights gained from your customers are a powerful tool for making data-driven decisions that can lead to enhanced satisfaction and loyalty. Remember, your customers can be your greatest teachers, guiding you towards better business practices and stronger relationships.

Conhecer seus clientes e seus hábitos e preferências é vital para um relacionamento firme e duradouro. E sempre que possível surpreenda seus clientes. Isso vai gerar uma importante memória afetiva que fará diferen?a nas tomadas de decis?o deles.

The real challenge here is putting my thoughts within the limits of 750 characters! Finding out why a customer is non-renewing/leaving can be a difficult metric to pull. The individual who is charged with entering this data could range by organization. For some the CSM and others it might be the AE/AM. And for most the task is not assigned or ignored. This is a huge miss and one most organizations fail to analyze as much as the 'new business data'. Finding out why a client is leaving can help shape your GTM strategy or provide the push you need to move a feature up in the roadmap!

Data plays a crucial role in understanding your customers, placing numbers into perspective. Use this information to identify products or services aligned with business goals. Understand your customers' actions, apply your company's strengths to add value to their processes. Actively seek feedback, especially regarding services they may not use, inquire about their favorite competitors, and adjust accordingly.

"Listening to your customers helps your business flourish. Understand their needs and feedback to fuel growth and success."So customers know our business flaws than us.

There will be a reason you are losing clients. And it may not be the same reason for each person. So the first and most important step you need to take is ask for feedback. Always have your sales team prepared to ask why? Why did we lose a project? Why did you decide to go with competitor "x"? The more questions you ask, the more informed you will be on objections, competitive landscape, and decision-making qualities. Once you are armed with this information, you can make changes to your strategy. Sometimes you need to market differently. Other times, you need to educate your client base more or in a different manner. Maybe you are priced out and you need to evaluate your value proposition and positioning. You won't know unless you ask.

Fidelizar clientes e mantê-los satisfeitos é um grande desafio para qualquer empresa ou marca. Quando existem estratégias eficientes para alcan?ar esse objetivo, ele se torna mais facilmente alcan?ável. Clientes fiéis e satisfeitos s?o a base de empresas de crescimento robusto e sustentável. Vale a afirma??o que os esfor?os para vender mais vezes para o mesmos clientes s?o "menores" em rela??o a novos clientes, pois a barreira do convencimento já foi rompida uma vez.

If you think your product and company culture is not the problem, check again. Some of the companies I have worked for have thought the product was way more valuable and amazing than the clients. After the product being on the same level as a competitor, we would then hear from leadership that WE were the difference. The employees made it a red carpet experience. Which I can buy into if the employee has the backing from the company to give a greater experience. But that is not always the case. Having an internal gut check of what you are doing can the competitors is very important.

Si estás perdiendo clientes, indica que algo se descuidó, no se hizo o se hizo mal. Necesitamos abordar dos frentes: el táctico para detener la fuga inmediata y el estratégico para recuperar, atraer nuevos clientes y fidelizarlos. En lo táctico, la atención personalizada y un servicio excelente son cruciales para frenar la pérdida. En lo estratégico, es esencial recopilar información sobre el comportamiento del cliente, desde sus compras hasta sus preferencias de pago y horarios, para construir una estrategia a medio plazo. Una encuesta para medir el nivel de recomendación (NPS) es un buen indicador que puede ayudar a entender a los clientes.

It’s all about the company strategy. Make sure you have the vision and your teams have freedom to create an amazing product/service which exceeds customer expectations. UX also matters. At the end humans sell to humans, hence your sales channel should be the extension of the strategy and represent exceptional customer experience.