When we talk about customer retentionit’s very likely that you’ll think of a customer service agent who offers advantages and miraculous offers of 58 months of free service, hoping that the customer will forget the whole bad experience and not cancel the service.

Okay, this customer retention strategy can really work to hit a target for cancellations, because it’s to be hoped that this consumer will agree to stay with the company until the 58 months of free membership are up. After all, who doesn’t like perks? But when this period is over, will the strategy really have a good result for the company? The answer is: no.

The goal of customer retention

Before you go around promising your dissatisfied customers the world, let’s understand what you want them to do to keep consuming your brand?

The objective of customer retention is to maintain the gain that the consumer generates for the company, which means keeping them loyal to your brand and making them keep buying.

So, if you only offer advantages and freebies after providing poor customer service experiences, this customer will understand that your product or service is only worthwhile with special conditions. When there are no such conditions, they will abandon your company and look for competitors who offer them a better deal. shopping experience.

That’s why this strategy won’t meet your objective of retaining a customer.

How to retain customers the right way

If offering advantages is not the best option, how to retain customers the right way?

To do this properly, you need to understand that customer retention is a reflection of the relationship between the consumer and the brand.

If there is a good customer relationshipThe chances of them remaining loyal to the brand, even after dissatisfaction, are high. But if the company doesn’t establish a relationship with the consumer, doesn’t know their profile and doesn’t offer a personalized consumer experience, the chances of losing them are even greater.

So here are some tips on how to retain your customers the right way:

1. focus on customer service channels

Your products or services may be good, but if your communication channels don’t work well and your customers aren’t well served, the competition will take them away without much effort.

2. really get to know your customer

The market is full of companies offering the same products and services. That’s why a customer chooses to be loyal to a brand because of its shopping experience it provides.

Really knowing your customer’s profile will help you provide a personalized experience, offering the right products at the right time. And, from time to time, personalized advantages according to their purchasing profile will be profitable for the company and will help them to remain loyal.

3. Listen to your customers

You need to know what your customers think about your brand before they come to you to talk, because this will only happen when they are dissatisfied.

You need to measure the level of satisfaction in order to retain your customers. Frequently publicize suggestion channels and encourage satisfaction surveys will help you understand what your buyers think and are looking for, and thus improve your services to better meet their needs, offering better consumer experiences.

Customer retention in practice

Now that you’ve understood what customer customer retention and how to do it the right way, it’s time to put it into practice.

A tip for getting this project off the ground is: start with the basics, provide good customer servicehave a qualified team for all stages of the relationship with your buyer, from pre-sales to post-sales; and see the results on the customer retention.

If you don’t know how to make it happen, Scooto can help. Get in touch with our sales team and let us know: how soon do you want to see your customer retention increase?

Did you like what you read? Here’s more tips for avoiding cancellations and retaining your customers.