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This is the fine art of retention — and the Pareto Principle states that 80% of business comes from only 20% of customers. It’s an important concept to grasp! Along with stats that suggest it costs to 7x more to gain a new customer than keeping a current one, maximizing your retention rate should be at the very top of your business strategy. Gaining new customers is hard work. Keep those you have happy. You may also find that as an indirect result, you actually continue to acquire fresh business purely through word of mouth (WoM) marketing. People talk. Here Sam (@Sam___Hurley ) shows you 7 super-simple, actionable hacks to increase your customer loyalty — solely by enhancing your customer service / support approach.

  • DG

    Dana Gore

    almost 3 years ago #

    Great topic.

    I liked the customer retention formula you shared...and I appreciate the ideas about how to interact with people after their transactions to determine their experiences.

    It's tough to have a negative buying experience, so communicating with people, being human and authentic/ sincere really is the best way to handle things.

    Thanks for putting this together :)

    • EE

      Erik Emanuelli

      almost 3 years ago #

      Agreed, Dana.
      I remember when I worked in the sales department, as export manager, asking about a feedback, even on negative situations, helped create empathy and build a stronger relationships with clients.

    • SH

      Sam Hurley

      almost 3 years ago #

      Thanks Dana! This one is a little different to my usual, so I hope it goes down well :-D

      I'm happy you liked the formula ... And as for being human..? It goes a lonnnnggg way. It's also very easy to 'feel' or spot when a customer service agent isn't being 'human'!

      Instant put off, for me!!!

      Speak soon my friend,
      Sam :o)

  • RC

    Reginald Chan

    almost 3 years ago #

    Great share and awesome content by Sam.

    Too many takeaways from this article and bookmarked for future reference!

  • JH

    Joy Healey

    almost 3 years ago #

    Great article on how good customer support can help customer retention.

    I worked in an IT customer support role for many years, so I'm pretty good at putting together a support request that anticipates what a human support agent wants to know. So my pet hate on a support ticket reply is when some automated system has spotted a key-word in my request and just parrots back the obvious things I've already told them I have done!!

    The customer retention rate calculator was intriguing!

    I've often wondered how those little smiley surveys are done at the end of support replies, and now I know!

    Great article on a very important topic. Thanks Sam and Erik.

    • EE

      Erik Emanuelli

      almost 3 years ago #

      Good to hear you liked Sam's post and thanks for sharing your customer support experience, Joy. :)

    • SH

      Sam Hurley

      almost 3 years ago #

      Thank you, Joy! :-D

      Hahahaha ... That's pretty funny!!! It's so easy to spot in some cases. It even seems some brands don't even go to ANY lengths to hide what they're doing?! Oh man...

      Really does not make you feel like a valued customer.

      #YaY! Happy to have shed light on the satisfaction tools for you ... My work here is done! :-D

      Cheers again, Joy!!
      Sam :o)

  • SL

    Shaun Ling

    almost 3 years ago #

    very unique and usef hacks. managing top performing customer service team has always been a problem for many companies.

    thanks for sharing

    • EE

      Erik Emanuelli

      almost 3 years ago #

      I can't tell if products/services are the most important thing in a business, or the customer service?

      • SH

        Sam Hurley

        almost 3 years ago #

        I think of it like this: If brand A and B have EXACTLY the same product / service at the same price ... How will you choose..?

        It will *always* come down to sentiment towards the brand! And this is shaped through content and customer service :o)

    • SH

      Sam Hurley

      almost 3 years ago #

      Thanks Shaun! Much appreciated ... I wanted to bring some fresh hacks to the table!
      :o)

  • RC

    Ravi Chahar

    almost 3 years ago #

    Hi Erik,

    Using the emoticon tools can be awesome. I have seen many website owners are using it. Basically, you can track how your customer felt about the content or service you provide.
    Thanks for sharing with us.
    ~Ravi

    • EE

      Erik Emanuelli

      almost 3 years ago #

      And you can add a survey tool at the end of blog content, so to ask about a feedback and future possible topics.

    • SH

      Sam Hurley

      almost 3 years ago #

      Thanks Ravi! Absolutely ... And even the presence of smileys (rather than words) has an immediate effect on sentiment towards the brand.

      Tracking customer satisfaction is no less than VITAL.

      Speak soon bud,
      Sam :o)

  • SA

    Swadhin Agrawal

    almost 3 years ago #

    Hi Erik,
    Great share. Customer retention matters a lot in the business and so glad you shared this post with so many tips to help make their experience more interactive and more fluid.

    A small step like the "happiness rating tool" can do wonders.

    Personallization, of emails and chats, can make customers feel more cared and give a feeling of talking to a real human on the other side.

    Thanks for these tips.

    Best,
    -Swadhin

    • EE

      Erik Emanuelli

      almost 3 years ago #

      Happiness rating tool...this can be added at the end of blog posts, for asking the readers if they enjoyed the content.

    • SH

      Sam Hurley

      almost 3 years ago #

      Hey buddy!

      The key words I picked up on, in your reply:

      "Retention, experience, happiness, personalization, care and human..."

      Just about sums it all up nicely :-D

      They form a summary of any solid customer success strategy...

      Speak later!
      Sam :o)

  • RB

    Ryan Biddulph

    almost 3 years ago #

    Hi Sam and Erik,

    Excellent tips.

    Just being human. Love that advice.

    Being heart-centered, compassionate, friendly and polite helps you retain customers like few other practices. Miraculous effect, this loving energy has on your business. Happy customers keep returning. Folks who may be unhappy for a moment keep returning too. And if you do your best job and are super polite, folks who still have a problem are simply not your customers....and the nicer and clearer you are, the more easily you can release these folks.

    Thanks for sharing.

    Ryan

    • EE

      Erik Emanuelli

      almost 3 years ago #

      Agreed, Sam.
      All super interesting tips here.

    • SH

      Sam Hurley

      almost 3 years ago #

      Ryan! Who better to validate the concept, than yourself! :o)

      Such a simple outlook on business has the power to either create a wave of loving advocates, or a storm of hostile brand haters.

      The choice is there ... And the best option is easily implemented!!!

      Thanks again buddy,
      Sam :o)

  • CR

    Cori Ramos

    almost 3 years ago #

    Hi Sam,

    Thanks for sharing these hacks with us. All of these are great tips. I recently added an email signature card with my pic so I can check off #3. :) But I can really improve it with an emotion-driven close. :)

    I really like the happiness rating tool. I haven't come across one in an email but if I do, I would respond because the visual would attract me to it.

    Great post Sam! Hope you're having a great week so far. :)

    Cori

    • EE

      Erik Emanuelli

      almost 3 years ago #

      Seeing the happy smile in a face picture below the email you receive makes indeed a difference, Cori.
      Nice add!

      • SH

        Sam Hurley

        almost 3 years ago #

        I also really love your idea of the smileys under blog posts, Erik. Have you seen this done before??? Curious! :o)

    • SH

      Sam Hurley

      almost 3 years ago #

      Woop Woop! Awesome stuff, Cori! Great to hear you're already using these techniques for ultimate customer love! <3

      My week is even better after your thoughtful response — If you had a happiness rating, it would be a big smile :-D

      Have a great one yourself!

      Thanks very much,
      Sam :-D

  • LS

    Lisa Sicard

    almost 3 years ago #

    Thanks Erik for sharing Sam's article. I've been in sales over 25 years and it is true more so than ever before that getting new customers is harder than keeping the current ones!
    I love his tips about the email signature "always here to help" I may incorporate something like that in mine now. LOVE IT!
    I try not to be a robot in emails either, I know I don't appreciate receiving them like that. Being personable online and in person is KEY to sales and building relationships.
    I've always had a thing about responding within 24 hours to any customer. If it's a tough one I may wait and sit on it to think of a possible solution. If it is something simple I'd respond immediately. People love that you respond quickly, they don't expect it.
    Love the idea of surprises to good customers, didn't know how they played with the brain :)
    Setting up triggers and alerts - really learned a lot from this part, thank you for all the suggestions and tips @sam___hurley Hurley and @erikemanuelli for sharing this one!

    • SH

      Sam Hurley

      almost 3 years ago #

      WoWza, Lisa!!! That's some experience you have!!! Glad to have your approval on this one! :-D

      I also love the signature tweak best ... So simple yet MEGA effective!!!

      Simply being human goes a long, long way. Customers will sniff it a mile away if there's even a hint of pretence or arrogance. I certainly do! And it puts me off brands. Big time!

      You're absolutely right about speed. "People love that you respond quickly, they don't expect it." YES! And this is the chance to rise above competitors who may not be so fast...

      Cheers again for all your wonderful words, Lisa!!!
      Sam :o)

  • SS

    Sawaram Suthar

    almost 3 years ago #

    Hey Sam, really great customer support hacks to boost retention rates. I have added you to my favorite list now. Keep sharing such wonderful hacks for readers. I will check actional tips in detail soon.

    • SH

      Sam Hurley

      almost 3 years ago #

      Hey Sawaram! :-D

      Cheers buddy ... That's amazing news!!! #BigSmiles

      I'll be sure to keep bringing the goods for you!

      Speak soon man,
      Sam :-D

  • LR

    Lorraine Reguly

    almost 3 years ago #

    This is one of the best articles I read in a long time.
    I'm surprised most people don't know this stuff already!

    I offer many services via Wording Well, and I ALWAYS put my customers/clients first!
    I treat them with respect. I make sure they are 100% satisfied. I also make them feel special!

    Nice job with this article, Sam. I'm off to share it all over social media!

    • SH

      Sam Hurley

      almost 3 years ago #

      I couldn't ask for better feedback, Lorraine!!! :-D :-D :-D

      Thanks so, so much ... #YaY!!!

      Sometimes, it's the simple stuff that makes a HUGE difference. And I'm still shocked at the amount of brands that don't practise these strategies to make their customers FEEL happy and warm.

      "I also make them feel special!"

      #BOOM!!!

      Cheers for your time, kind words + shares, Lorraine...

      Speak to you soon!
      Sam :-)

  • SH

    Sam Hurley

    almost 3 years ago #

    Erik! :-D

    I'm happy you loved it enough to share to GH, man! THANK YOU! :o)

    Do you use any of these hacks, or are you planning to..?

    I hope everybody finds them interesting!

    Speak to you soon,
    Sam :-)

  • NR

    Niraj Ranjan Rout

    over 2 years ago #

    Excellent job on this, Sam, an informative piece indeed. Emotion-driven email signatures is definitely going to my to-try list.

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