Acquiring customers is important but retaining them is what makes a business grow in the long term. Still, 44% of companies rather focus on customer acquisition than customer retention.
But did you know that it costs five times as much to acquire a customer than to keep an existing one? So, instead of focusing only on customer acquisition, make sure you put just as much energy into retaining your customers, and even turning them into brand advocates. Here’s how!
Offer next-level customer service
This might be obvious but, if you thrive to turn your customers into brand advocates, start by providing each of them with exceptional customer service because you never know who may later turn into your most loyal brand advocates.
Providing an overall good customer experience is a good first step, but chances are it won’t be enough for turning customers into advocates. Instead, you’ll need to take things further and know what your customers want, before they even know it, for example, by exceeding their expectations with proactive customer service.
Seeing your company is willing to go the extra mile to solve problems before they even occur will definitely make your customers feel that they are valued and respected, encouraging them to turn into loyal brand advocates.
Know your customers
What better way to show customers you value them than remembering their name? It makes customers feel like an individual and it also demonstrates that you actually care about them as a person.
In fact, thanks to today’s advanced technology, you can do a lot more than just greeting customers by their names. It’s no secret that customer service departments store a huge amount of customer data. And by leveraging data analytics instead of only storing your data, you can actually make good use of it. Proper analysis of customer data is the first step in understanding your customers. In fact, data analytics will allow you to better understand your customers’ behaviors and needs, and thus add personalization to your customer service.
By showing your customers that you know them, you’ll be able to make them feel treated as special customers and thus encourage them to commit to your business.
Ask for Feedback
Customer feedback is one of, if not the most valuable resource for your business. It is also an excellent way to gain insights into your company’s processes. After all, it is customers who use your products or services, so you better take their opinion seriously.
Customer feedback is giving you the opportunity to realize what you’re doing wrong and how you can improve your services. This allows you to better serve your customers by taking their feedback on board.
Furthermore, by asking for feedback, you can show your customers that you care about what they think and consider changing your product or services based on their thoughts. As a result, chances are better they will stick to your business and become brand advocates.
Create a community
Another great strategy to turn customers into brand advocates is by providing them with a platform (such as a forum) where they can interact with each other. As already mentioned in a previous article, one major benefit of creating a community around your brand is that it can significantly increase customer retention and engagement.
In order to create an online community, consider building as many social media platforms as you can manage, including Facebook, Twitter, LinkedIn and Quora to serve as communication hubs where your customers can interact. You might want to consider creating a forum, as well, which is typically an ideal platform to create a community.
Giving your customers platforms where they can talk about your product will give you the opportunity not only to join the conversation and create a relationship with them but also listen to their feedback and deal with their complaints.