❤ Second , communicate clear customer expec- tations. You need a high standard for what customers will experience while engaging with your business. It’s hard to make everyone happy if you don’t know them, but you can certainly give everyone a clear idea of what to expect. It’ll also give you plenty of ways to happily exceed the expectations you set. ❤ Third , overdeliver on your promises and sur- prise your customers. It’s healthy to set a good routine, but don’t get used to the motions. Try to keep your customer relationships fresh and exciting and go the extra mile wherever you can, like surprises just for that customer. Surprises can make your business more mem- orable to the customer. A classic, yet exceedingly rare, way of saying thank you may include sending a handwritten note. You can also send a birthday offer they’d love and can’t say no to. The costs can range widely, but even if it’s a small effort, if it’s unique and surprising enough, it’ll boost your retention rate. ❤ Fourth , ask yourself what can you do right now to earn 5% more of your customers’ trust. Trust isn’t instant. It’s a long-term strategy that occurs when you’re constantly working to earn a little more trust through every decision you make. Remember, trust isn’t about control; it’s about empowering your consumers. According to Harvard Business Review, “Customers want to be empow- ered, not controlled. You have to act with empathy.” ❤ Fifth , consider how automation, like communi- cation calendars, can help make your company feel attentive and receptive to your customers. It might sound counterintuitive, because how can AI improve your customer service? The truth is that even if you hired a great custom- er service team and trained them very well, there’s a chance a few customers will slip through the cracks and not get your special offers or communication intended for them. An AI-run communication calendar, for example, can ensure you don’t miss a single person on your
list. This will also free up your amazing team to do more special, memorable customer service interac- tions your customers will remember most. ❤ Finally , if you’re still not sure what you can do better to keep your customers, take a closer look at customer complaints. There’s always an excuse for why a customer might leave — are you considering their complaints serious- ly enough? You might even want to consider calling a few of your ex-customers who left a complaint to figure out how you can improve their experience more directly. If these last few years have taught us anything, it’s that everything can change in a flash. Now more than ever, it’s important to take time to show your current customers they are loved, are valued, and will always be your No. 1 priority. Remember, it’s much, much easier to do this now and retain great clients than it is to bring in new ones later. This month, make this one sentence your new mantra: “I will never take my current customers for granted.”
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