Customer retention: how to act in a crisis

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There's no denying it: in times of pandemic, customer retention can mean the survival of the business for many companies. This is because, during this period, the challenges of winning over new customers are much greater than before, since the crisis has imposed different priorities for many people.

But the truth is that customer retention should not only be a priority in times of crisis. Large companies, in fact, know this. After all, a simple calculation is enough to show that the cost of acquiring a new customer is higher compared to maintaining an existing customer who is satisfied with your brand and performing upsells .

This doesn’t mean, however, that you should constantly offer new products and services with the sole purpose of increasing your company’s bosnia and herzegovina phone number list revenue. Upselling needs to make sense for where your customer is and whether it will actually help them achieve the success they’re hoping for.

So, what will make a customer loyal is not whether they are happy with your service, whether you delivered what you promised, or whether they know how to use your product or service correctly. What determines who stays and who leaves is whether the solution you sold was able to help the customer achieve the business objectives.

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This is what we will discuss in this article: how to retain your customer base efficiently and efficiently and overcome the crisis strategically. Don't miss it.

Customer Retention: Understanding the Pain Points During the Crisis
Listen. This is a magic word that many companies don't give enough value to. But it is precisely this verb that will help you understand your customer's pain points. If you don't listen to them, if you aren't present, studying the market and understanding where they are at, you will hardly be able to be useful to your customer.

Well, the companies that stand out are precisely those that have empathy for their customers and are ready to suggest improvements before the customer asks for them. In the midst of this pandemic chaos, you need to be the person who will think outside the box to help your customer continue their journey without suffering too many impacts.

Remember that relationships and trust are key to truly effective loyalty. To achieve this, invest in your communication channels so that your customer has no difficulty finding you.

Dedicate attention and investment to your social networks and marketing actions that strategically reach your customers. It is very important that they know clearly how and where to find you and how you can help them. This communication will show them that you are not passive, but attentive and available.

Help your client overcome challenges by proposing ideas and solutions
The key is to be more active than reactive. The market doesn’t wait, everything is dynamic and changes all the time. If your company isn’t aware of this, it will be difficult to keep customers for a long time.

Therefore, in addition to listening to your customer's pain points, you need to constantly study the market in which they operate, what the challenges of the segment will be in the short and medium term and anticipate possible questions in the future.

More than listening to and understanding your clientele's market, you need to take a proactive and executive stance. Passively waiting for this bad wave to pass is definitely not a good choice.

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Instead, differentiate yourself, make yourself available and bring clear and practical ideas that can contribute in some way to alleviating your client's pain.

Customer Retention in Practice: Keep Delivering Value
Even with so many challenges, you must continue to deliver value to your customers. Your product or service needs to make sense in the journey your customer is taking. They need to have a clear perception that the solution you sold cannot be discarded at this point, as it is essential for them to remain alive in the market.

When we talk about value, we are not just talking about sales. Each business has its own goals and different phases. Of course, the ultimate goal is to sell, but to get there, many processes need to be established so that the end result works well.