Get In Touch
The only constant in business is change. Business adapts to changing market trends, new technologies, customer needs. Inevitably: customers leave from time to time. There isn’t a company in the world that hasn’t lost customers. And the best way to deal with this problem is to understand why they do.
Ultimately: keeping an ‘old’ customer is easier, cheaper and more effective than finding a new one. Loyal customers are the popularisers of your business, according to Stelvel Ltd managers.
Customer loyalty
Mutual understanding with customers makes life difficult for your competitors! In the succession of promotions and discounts offered, companies often forget that customers need and appreciate intangible incentives. A positive attitude towards customers increases their loyalty. Consumers are willing to pay more for a guaranteed good experience and better service. And that means customer loyalty can generate consistent revenue. So why do customers leave? And what do you need to do to keep them from leaving?
Indifference
Sloppy service, formulaic responses and actions. Late response to problems and complaints. Lack of personalised service. Ignoring comments on social media or online reviews. Situations in which the customer is not heard, when they are neglected and left unattended can be listed endlessly. Indifference is the main reason why the customer leaves, sometimes slamming the door, but more often, having ceased to trust, with offence crosses out your contacts and does not pay attention to advertising. Only careful attention to customer queries, active participation and effective feedback can ensure customer loyalty. Even the dissatisfied will stay.
Poor quality
If a product or service doesn’t meet customer expectations, it can be a major reason for leaving. Quality monitoring and active feedback from customers helps to track and fix problems.
Poor service or support
96% of customers leave a competitor because of poor service and support. No one likes unfriendly communication, ineffective after-sales support or lack of attention and outright ignoring. Don’t give your customers a reason: poor service shouldn’t be the reason they leave.
Price and value
If competitors offer more attractive terms or prices, it can be a reason for customers to leave. But! Changing prices should never be the first reaction when you want to retain customers. If price is the main reason for your customers leaving, you should first of all analyse your competitors’ pricing structure. This way you can make sure that the prices you offer are in line with market expectations. It’s important not to undercut your price or go after the customer. It is a fact that consumers will pay more for the same product if it provides them with added value. You may have to do some work to show your customers the real value of what you offer.
It’s hard to get in touch with your company
Website. Social media. Email. Live chat. Phone. Messenger. When a customer has questions or encounters a problem with a product or service, how can they contact you? Do you calculate response times for each channel?
Dropshipping Stelvel Ltd experts remind us: any customer question is a business opportunity: to sell, to fix, to change, to add. If a competitor answers faster, the customer is likely to leave.
Lack of personalisation and engagement
Customers value personalisation and a sense of engagement. Lack of personalised offers or lack of attention to their needs can be a reason to leave. Make sure you collect, store and properly organise information about your customers.
Personnel
Habit is second nature. A customer can become attached to a particular manager, trusting someone they have already interacted with. In the event of a change of staff or a manager leaving, the client may feel uncertainty, thus losing ties with the company. The new manager may not have the right level of understanding or experience. This is why it is so important to systematise and maintain a sustainable relationship with the client: work proactively, understand needs, monitor moods.
Changing needs
As unfortunate as it is, customers do leave. Needs, preferences, and circumstances change. Individual factors can cause your customers to leave naturally. Successful strategic development of a company depends on understanding customer motivation and the ability to turn their needs into demand.
To continue to keep in touch with loyal customers, develop a system to reward them: loyalty programme, special offers and discounts. Do personalised email newsletters, messengers and, if the customer doesn’t mind, call them, keep in touch and inform them about new opportunities.
When predicting customer behaviour by analysing the history of joint activities, take into account their product preferences, frequency of purchases, volume of purchases. STELVEL helps customers to systematise their customer bases, diagnoses the state of the target audience, analyses the reasons for customer churn.