The 5 Most Common Fears of Clients and Freelancers, and How to Overcome Them
8 July، 2021
Lost Control of Managing Your Tasks? Here’s the Solution
8 July، 2021
تتسم Startups Their strong potential for rapid growth means entrepreneurs initially focus on
offering their customers the best possible product so they can earn their satisfaction, sell more, and achieve their goals for
profits and attract more customers. However, this is not the only thing they should consider. They should also focus onهنالك ما
what is known as customer retention.
.
ماذا نقصد بالاحتفاظ بالزبائن – Customer Retention؟
This term refers to a company’s ability to retain its customers over a specific period. A company’s ability to
retain customers is affected by several factors, including the number of new customers it has acquired and served,
and the number of existing customers who have either canceled their subscriptions or terminated contracts and agreements with the company,
or stopped purchasing its products.
The customer retention rate can be measured by taking the number of customers at the end of a specific period and subtracting the number
the customers acquired during that period and divide the result by the number of customers at the start of the specified period. All
مضروب في 100%.
Let’s say the app had 10 customers at the beginning of October. During that month, the app gained
3 new users, but by the end of October, 5 customers had canceled their subscriptions.
This means the customer retention rate is 50% = (10/(3-8)) × 100
.
Why Is Customer Retention Important?
Customer retention is important for any company seeking to grow and advance, as it measures how satisfied existing and new customers are with
the services the company provides. Retaining customers is considered easier and more cost-effective
about acquiring new customers.
From a financial perspective, customer retention contributes to:
• Lower costs: Acquiring a new customer costs 5 to 25 times more than retaining an existing one.
الحالي.
• زيادة العائد على الاستثمار: A 5% increase in customer retention rates leads to an increase in revenue of
25 – 95 %.
• ولاء الزبائن: Existing customers spend more on products than new customers because they have experienced the benefits
they were looking for and have developed greater trust in the product, encouraging them to return and buy repeatedly.
• Attract more customers through referrals: Existing customers share their positive experiences
with the company and the product with their friends and family, helping attract new customers
عن طريقهم.
Customer retention is important to a company’s growth and continued success. It may seem easy, but the effort
A company’s growth and the many challenges it faces can reduce customer retention. Here are some
strategies you can use to retain customers for longer and increase your retention rate:
Customer Retention Strategies
.
1. Focus on the sales process:
Presenting your product as more beneficial than it really is—or as less beneficial than the customer expects—so it fails to meet their needs makes
customer retention difficult. Present your product in line with customer expectations, and share its benefits with customers
along with what sets it apart from other products, honestly and realistically. This will build customers’ trust in you and your product.
.
2. Create a system to track customers and ensure they continue to receive added value from the product:
Customers are more likely to keep ordering your product as long as it continues to benefit them and offers additional value when
they buy it, such as a longer product lifespan or a lower price. This requires developing a system to track the metrics that matter to customers
when they purchase the product, as well as a tool that lets customers see the progress being made on the product
and the service provided.
.
3. Create a roadmap for the company’s relationship with its customers:
A company’s relationship with its customers is like any human relationship: one party is always keen to know what the next step will be
and what to expect in the future. Some relationships may seem to be going smoothly, but routine can eventually lead to problems.
The same is true of a company’s relationship with its customers. That’s why it’s important to keep reviewing the plan
and working to improve it by adding new ideas and what customers are looking for.
.
4. Make your success stories shared memories with your customers:
Studies show that negative stories and events are remembered and shared more often than positive ones, especially in the world of
Social media, so the customer care team should turn positive experiences and success stories into stories people share
by coming up with ways and experiences that encourage this. When something negative happens at the company,
the team communicates extensively, discusses the issue, and looks for plans to fix it. But what should they do when a story happens
نجاح عظيمة؟
.
5. Monitor customer behavior and feedback, and act accordingly:
You can’t improve your customer care team’s performance or increase customer retention without knowing why customers stop doing business
with the company. Once you know the reasons and circumstances that led a customer to leave and stop doing business with it
You can plan the best way to engage with customers in the future and anticipate solutions before problems arise. Regularly tracking
customer feedback on your product and service, and addressing issues before they occur, enables you to retain
your existing customers and attract more.
.
Want to Satisfy Customers and Provide Outstanding Customer Service?
6. Tailor the customer experience to their needs and expectations:
Creating a more consistent experience between the company and the customer builds trust between both parties. This makes it easier for customers to interact
with the company and gives them a clear idea of what to expect and what they need to do.
.
7. Create a customer relationship strategy:
Once a customer starts doing business with you, have you thought about how you’ll stay in touch? Do you need
to know their email address? How often will you follow up to get their feedback on the service you provided or the product, or
to learn about their needs and questions? Have you considered whether the customer needs training to make the best use of the product?
Explore engaging, light-touch ways to keep building your brand and establishing its credibility.
.
8. Keep a record of customers and issues the company has encountered in the past:
Through the customer relationship management system, you can keep call logs, meeting minutes, and details
of problems the company has encountered in the past, with detailed notes on everything related to customers. This will make it easier
and speed up the process of handling similar problems if they arise again.
.
9. Make sure the customer has a positive relationship with the customer care team:
Customers interact directly with a customer representative, and close relationships usually develop between customers and their care representative
through frequent phone calls and ongoing communication. However, a change could put
This relationship is at risk when a customer care manager is promoted, which is a normal step in the company’s career progression.
So make sure to build a positive, close relationship between customers and the entire team. When there is a meeting,
or a new project, make sure a current team member is present so that customers’ personal information can be shared among
the original and new team members.
.
10. Use the reciprocity strategy to increase loyalty:
The reciprocity strategy is a social structure used to increase customers’ loyalty to the company, whereby an action is reciprocated.
Respond to a positive action with another positive action to strengthen the customer’s sense of commitment and loyalty—for example, by sending them a greeting card.
for a special occasion, or surprising them with an unexpected gesture.
.
11. Build Customer Loyalty Programs:
One of the best ways to increase customer loyalty is to offer customers greater value. You can do this by creating
customer rewards programs, simple tools that can increase customer loyalty and, in turn, boost the rate of
الاحتفاظ بهم.
