in order to maintain the rela- tionship. Ultimately, your brand is only as good as its reputation because nobody wants to support a business with a poor reputation. No. 6: Know when it’s time for a graceful exit. Over 71% of consumers end their relationship with a business due to poor customer service. As we’ve mentioned, though, everyone has a slightly different understanding of what “good” customer service is. If a split is unavoidable, always say goodbye with grace and make sure the relationship ends on a positive note. It may even be enough to stave off a bad review. Focusing on retention is a com- mon oversight by many business owners because it’s simply not as glamorous as attracting new customers. However, as retention has proven to be crucial for pos- itive customer relationships and greater ROI, it just might be your company’s secret to glamorous, long-term success.
through coupons, special offers, sneak previews, and thank-you notes. You may even want to invite them to forums or ask for feedback, then express apprecia- tion for their opinions. No. 4: Be a problem-solver. Ask yourself, “What are the problems our current cus- tomers might be having?” For example, over 75% of customers believe it takes way too long to reach a live agent on the phone or online chat. If you refer a frustrated customer to an FAQ or email contact page, it’ll likely worsen the situation fur- ther. Don’t let sleeping dogs lie — fix problems right away to get a great result. No. 5: Respond quickly and take responsibility. What’s a reasonable email re- sponse time? Twenty-four hours, according to some surveys. Oth- ers reveal that consumers expect responses in as little as one hour. No matter what your custom- ers’ expectations are, though, it’s important to take responsibility
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worked hard to earn buyers, so keep them for life by consistently treating them well and also
individually whenever possible. To do this, try to customize of- fers to actual customer behavior (via analytics) rather than make predictions off general demo- graphics or personal perceptions. Always recognize loyal custom- ers by name and give a little love
“You’ve worked hard to earn buyers, so keep them for life by consistently treating them well
and also individually whenever possible.”
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