When it comes to customer retention, two key actions can make or break your business:
1. Facilitating undeniable customer impact
2. Delivering an unparalleled customer experience
The first is about facilitating a profound change in your customer’s organization. According to Gallup, this one action is “the single greatest driver in generating growth for B2B companies”.
When you transform your customer’s reality by dramatically improving their workflow, significantly reducing their costs, or helping them skyrocket their revenue, you make your product indispensable in the process. No wonder it’s a key ingredient in maximizing retention—it encourages habitual usage of your product.
The second is about outperforming your competitors on customer experience. In fact, Gartner found that 89% of companies now expect to compete primarily on customer experience.
The thing is, “okay” isn’t good enough in 2017. Customer expectations are at an all-time high. You now have to curate a timely, relevant, and personalized customer journey, nail customer support, and take advantage of every opportunity to surprise and delight.
Phew! That sounds hard, doesn’t it? 😰
Well, it doesn’t have to be. Sometimes quick wins can have a big impact, which is why this post features 11 tried-and-true retention techniques that take mere minutes to set up.
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