7 Steps to Retaining Customers

Terri Schepps:

Consumers and businesses place value on added service. Who doesnt appreciate an owner, sales rep, customer service rep, or agent showing sincerity and interest in the customer during the sales process and life cycle of the customer? So even if a product or service is slightly more expensive, purchasers are willing to invest in value added to the product or service. We expect more when we pay more. The key to success is a positive customer experience – the simplified approach to retention.

How can a positive customer experience be viewed as a simple approach? This happens when owners and agents do what they do best, pass along passion and vision of their business through service to their customers. So how can a business ensure a positive customer experience? Follow this 7-step personal touch process:

1. Offer only proven & quality services and/or products
2. Demonstrate customer appreciation
3. Provide responsive and pro-active customer service
4. Give instruction on how to get the most use from products and/or service
5. Share testimonials from customers with other customers and potential customers
6. Educate the customer about the industry or market and about the value of the business
7. Invite customers opinion and feedback on products and/or services