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Implement These Customer Retention Tactics

Posted on: June 9, 2015
Tags: Marketing tactics, Customer retention
Implement Customer Retention Tactics

Research shows it is 6 to 7 times more expensive to acquire new customers than to resell to existing customers. Save money and time by implementing these customer retention tactics:

1. Follow up with customers to determine satisfaction levels, especially new customers. Ask questions - don’t assume that they are happy with your quality and service.

2. Hire a professional to train all employees who have customer contact on how to deliver the best customer care. 

3. Train employees how to effectively deal with irate customers. Consider role playing so employees feel more confident in their delivery.

4. When a customer complaint is unresolved, keep the customer informed during the resolution process. 

5. Set a standard within your company for customer response time and monitor how well your employees measure up against these standards.

6. Make it a policy to answer phone calls by the third ring.

7. Measure customer retention by salesperson. This will give you a good idea of which salespeople are losing the most customers.

8. Install a policy to under promise and over deliver to all customers. 

9. Empower your people to take care of customers by doing whatever it takes - if you are going to spend money, spend it to improve your rate of customer retention.

10. Measure service! Measure on time delivery, backorders/fill rate, accuracy of deliveries, accuracy of billing, etc. Improve your company’s credibility by using these numbers to support your service claims.

11. Invest in quality people when hiring customer contact personnel. The quality of your people equals the quality of your company.

12. Don’t solicit business from a prospect until you are convinced that your company can meet his or her customer service expectations.

13. Have employees memorize the list of your company's value-added services.

14. Show your customers you care by: providing incentive travel programs, sending thank you notes, educational newsletters, hosting open house events, educational seminars, etc.

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