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How to Retain Your Customers | Ep. #355

Jul 21, 2017

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In Episode #355, Eric and Neil discuss how to retain your customers. Customer experience has the largest impact when it comes to loyalty. When you treat your customers well—acknowledging their value as client and friend—they will stay true to you, refer you to others, and contribute to the long-term success of your company. Tune-in to find how you can keep your customers for the long haul.

Time Stamped Show Notes:

00:27 – Today’s topic: How to Retain Your Customers
00:40 – People like dealing with people so visit your customers and build a relationship when you can
- 00:48 – It can be difficult at times, but you have to establish that relationship
01:17 – Add as much value as you can to your customers
01:24 – Your job is to make them look like a superstar so they’ll remember you forever
01:31 – Become their friend
01:44 – The onboarding experience affects retention more than anything else
- 01:50 – Look at the metrics for your onboarding
02:17 – For service-based businesses, Conversion Rate Experts will ask you about the experience
- 02:30 – They take the data to improve onboarding experiences and calls
02:48 – Some of Eric’s friends use Intercom for support
02:54 – Have great customer service
- 03:15 – It’s part of the experience
03:35 – Do what’s right for the customer
- 03:50 – Neil had a bad experience with a software company
- 04:08 – The owner didn’t assist Neil well
- 04:24 – Neil is a prime customer and when his order didn’t arrive on time, Amazon sent him a new product overnight and a rebate
05:25 – In the long run, a good experience will pay off
05:43 – People will remember how you made them feel!
06:15 – That’s it for today’s episode!

3 Key Points:

Build a relationship with your customers and consistently work to add value to them.
Your customers as friends, know their worth when it comes to the lasting success of your company.
Great customer service will keep your customers happy and satisfied—they’ll even be willing to refer you to others.