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Every brand needs a repeat customer – someone who had purchased from them in the past rarely and would need not much prompting to do so again. Repeat customers only come around when they are happy with how the services they got. In this article, we discuss the various strategies that one can use for keeping customers around:

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1. Deliver Good Customer Service: Make sure that your customer service team consists of people with excellent communication skills. They need to be proactive; offering solutions to problems even before your customers are affected. Your customer service team is expected to work round the clock to ensure that your customers are satisfied and all their concerns are met.

2. Being Consistent: Your customers need to trust your services. For that reason, your brand should always offer a consistent experience. For a larger part of this, you can make automated responses that will help to make your customers feel that you are reliable.

3. Meet Customer Expectations: If you go about trying to impress customers by giving too many promises, you will encounter problems. You need to always keep to your words. Make simple promises that are easy to fulfil. If you are promising that an issue will take a few hours to be solved, try to stand by it. This will make your customers trust you and reinforce their belief that you are working hard for their benefit. What do you get in return? Their loyalty and constant purchases.

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4. Track Your Customers’ Satisfaction: You need to develop the habit of tracking your customer satisfaction. After a particular service has been rendered, or a problem has been solved, you need to ask for feedback to ascertain their satisfaction. This way, you will be able to fix problems and find new ways of meeting their expectations.

5. Be Human: No one wants to interact with a faceless corporate robot, especially not online. Engaging with your customers on a personal level will further draw them close to you. You can address them by name, engage them in the comment section, cite previous conversations with them, etc. You need to find one that works for your company and make use of it in order to capture the interest of your customers and make them stay.

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6. Give Helpful Pieces of Advice: Your customers will greatly appreciate you in their lives if you constantly give them valuable advice. Establish yourself as an expert in your field and your customers will come to you for help every time they have a problem that needs solving.

In conclusion, do not forget to pay attention to the number of customers who are leaving. The best way to measure your brand’s success is by taking notice of the customers who are unsubscribing from your email list and social media accounts. Your retention strategy should still work great even when customers are turning away. Find out why those customers left and take note of their feedback. If it is a problem that requires that you fix the problem, do so quickly and then send a message to them. In the new messiah, explain that you have solved the issue and invite them to come back.

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This article was first published on 25th June 2022


Ohia, Ernest Chigaemezu is a writer, editor, and grade teacher based in Jos, Nigeria.

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