Please raise your hand if you’ve ever lost a customer due to a lousy customer retention strategy.
When you get on the phone with your customer, you’re hit with complaints and backlash. The conversation ends with, “Please discontinue my membership, this magazine is no longer providing value to me.”
Except it might sound a lot nastier than that.
Sometimes, your employees are too busy doing other work that this isn’t top priority.
Well, there’s good news: retaining customers doesn’t have to be daunting. With the right strategy and tools at your disposal, you could easily be putting a new customer retention strategy in place by the end of the month.
It’s time to get serious about customer retention. Let’s discuss the 5 steps you can take in order to retain more customers.
5 Steps to Improve Customer Retention
1) Make sure that your audience is listening
Before you even think about developing a new customer retention strategy or improving your old one, you should be sure that you are currently engaging with your audience.
This could be on social media, through email marketing or on the phone.
Just like you would make sure you have a list of phone numbers before calling them, you want to be sure that you have an audience that is listening and engaged.
Then, you can feel free to continue reaching out to current customers. Make sure that you are talking to a relevant audience. If you don’t have the phone numbers and email addresses of current customers, this is something that you NEED to get as soon as possible.
2) Distribute content that they care about
After you’ve established that you have an audience that is listening, figure out if the content you’re using is relevant to them.
In the first step, you should’ve asked yourself, “Do I have an audience that is listening?”
Now, for this step you need to ask yourself if your audience cares.
Is the content that you are sending out creating a demand for your customers?
This way, you won’t have to figure this out with each additional piece of content that you are planning on sending out. Always make your content relevant.
3) Make it nothing short of an experience
Now that you are engaging with customers and using relevant content, you need to be sure that you are delivering an experience.
Both companies are much more than cars and amusement parks. They’re about delivering an unforgettable experience that the customer keeps coming back for.
4) ABC – Always Be Communicating
When it comes to customer retention, communication is extremely important.
If you don’t talk to your customers for years, what will they think? Either that you’re no longer in business or that you just don’t care.
Pick up the phone and call your customers. Ask them about how you can improve their experience, tell them about a new promotion or product, or develop a strategy that will keep you at the top of their mind.
Think of this step as a way to nurture your relationships with your consumers so that the next time they think about purchasing, they know who to call.
5) Deliver exceptional customer service
If you are listening to your audience, distributing content they care about, putting together an experience, and communicating with your customers then you’re almost there.
The very last step of this process is to deliver exceptional customer service. To be quite honest, without this last step, nothing else matters.
Your customers and clients are your most important asset to your company. So, put a smile on your face and treat them like it.
Now, you’re ready to improve your customer retention strategy and start nurturing those relationships with your consumers. And you know what the best part is? Next time, putting together a new customer retention strategy won’t feel quite as daunting.
Written by: Amy Schiller
Often, as salespeople, we learn from sales blogs written by companies who sell a marketing or sales service. It’s true to say that this information can get kind of stale, as most people curate content and use the same information from other companies except they distribute the content in different ways.
As sales people, we know that it’s important to stay inspired and reading or watching the same content all the time makes it difficult.
There is one type of content that can help us get out of this repeated content funk: TED Talks. Featuring people that present content on topics that they have developed themselves. Instead of repeated information being spued at us, they inspire us with new content in an easy-to-understand and inspiring way.
So, to help you break out of your typical sales advice mold and learn something new to make you better at selling, we’ve compiled 5 amazing TED talks that inspire us.
How to Magically Connect with Anyone
In this TED Talk, Brian Miller, explains the importance seeing the world from the point of view of another person. Not only does this help us connect with others, but it helps in sales too.
This is a great TED Talk to watch if you’re just beginning in sales of need a reminder about the importance of listening to your customers. Being able to put yourself in the shoes of the buyer is very helpful. Watch this video to understand why.
First Why and Then Trust
“Trust is human. It’s about human interaction. It’s about real conversations. What we need is more handshake conversations. What we need is more handshake discussion. More handshake debates. More handshake friends. More handshake leadership.”
Nothing replaces human contact. That’s one of the many things that Simon Sinek touches on in his TED Talk. Watch this 17-minute video to get more insight into the importance of human to human interaction in the business world.
How to Skip the Small Talk and Connect with Anyone
Sometimes, we forget that the CMO, CSO, CEO, or any other C suite executive is a person. We put our business needs first and lose that human to human connection.
This TED Talk by Kalina Silverman does a great job at reminding us just that. Let’s skip the small talk and hop right into the big talk. Remember that everybody is only human.
The Skill of Self Confidence
This TED Talk is a great one to watch when you just can’t seem to land a sale. Dr. Ivan Joseph talks about the importance of self confidence and persistence.
Stop the negative self-talk. Have self-affirmations. When doubt and fear come into your mind, replace it.
The Science of Sales
As co-founder and CEO of ConnectYard, Donald Doane speaks from his experiences of beginning a startup. This talk explores a common challenge for many young companies, which is learning how to create a repeatable and scalable sales process that will take their company from concept through profitability.
1. Help your customers win
Upselling should not just be a sales tactic. It’s about helping your customers win so that you can win too.
Upselling helps your brand develop a stronger relationship with customers.
Offer a bundle of 3 products for $100’s cheaper than the cost of them separately. Your customer wins because they are saving money. You win because you’re making extra money by upselling something that the person probably wasn’t originally planning on buying.
2. Make it relevant to the original purchase
Would you like some fries with that? The simple and easy upsell that boosts the sale of fries at McDonald’s.
It’s relevant to the original purchase. It’s hard to say no to something that sounds like it would go perfectly with your meal.
Find the “fries” for your customer and use it to your advantage. Offer them something that goes so perfectly with their current product or service that it’s hard to turn it down.
3. Does it solve a problem?
If you buy a new software but have no idea how to use it, it would make sense if the salesperson tried to upsell you on training they offer.
The problem was that you were buying software that you didn’t know how to work. The salesperson quickly offered you a solution that made you feel more confident in your purchase.
Instead of the upsell turning you off and driving you away from the sale, it made it easier for you to make a decision.
Solve a problem for your customer to make the upsell easier for you and them.
4. Focus on what the customer needs
Sure, upselling a product or service to somebody might mean commission for you. It also means that the customer already trusts you because of the original purchase.
The goal here is not to lose the trust of your current customer.
You can do this by making sure that the upsell is something that would actually be useful to them. This way, they will continue to trust you and buy from you.
5. Wait it out
Wait for your consumer to purchase the original item in order to upsell.
Only in certain instances does it make sense to try to upsell someone on a purchase before they actually make one.
Have you ever thought about buying a new phone case, screen protector, and car charger before you actually purchased a new phone?
No, the salesperson usually hits you with a package deal 5 minutes before walking over to the register to finalize the deal. They establish a need for these products so that you feel comfortable spending the extra money on the items.
Never would a salesperson remind you of the phone case, screen protector, and car charger right when you walk in the door.
Wait for the initial sale and then use your skills on the upsell.
Written by: Amy Schiller
Great energy, positive vibes, and the best inbound calling customer service that you'll ever get
Here is some sales advice from our team at QCSS. To find out more about what we offer, call 888.229.7046
✦If you are an aspiring entrepreneur, you're going to want to watch this!✦
So, here is a Q&A with Catherine Karabetsos, the CEO of QCSS who actually has that ONE THING we all wish our bosses could have..
And that is, EMPATHY ⭐️
It's so refreshing to hear some humanized, inspiring advice from the queen of entrepreneurship herself!
So check it out and really listen to what she says; for this interview is far from those monotonous, cliche one-liners that most businesses give you.
Here's some quick, simple advice from the coolest call center you know!
To solve a problem stop thinking about it:
When you’re trying to come up with a creative solution to a problem, you might be tempted to buckle down and focus until you solve it. But recent research shows that taking breaks at regular intervals leads to better outcomes.
Set a timer for a certain amount of time, say, 30 minutes.
When it goes off, switch tasks:
Organize your reimbursement receipts, check your email, or clean your desk, and then return to the original task.
If you’re hesitant to stop because you feel that you’re on a roll, you should take a break anyway:
We tend to come up with redundant ideas when we don’t take regular breaks, so ask yourself whether your latest ideas are as great as they seem.
And don’t feel guilty about taking breaks. Doing so may actually be the best use of your time.
Source: Adapted from “To Be More Creative, Schedule Your Breaks,” by Jackson G. Lu, Modupe Akinola, and Malia Mason https://lnkd.in/eY29Sdp