“Profit in business comes from repeat customers, customers that boast about your project or service, and that bring friends with them.” - W. Edwards Deming. 
Good customer Service is more important than ever! 
Most of us know the importance of customer service, but customer retention is crucial in these uncertain times when new enterprises may be vying for your customers’ business in a very competitive digital world.  
Experts say it takes 80% of your marketing costs to find a new customer, but just 20% to keep a current client. So, what are you doing to keep your customers happy and your marketing costs down? Consumers have the upper hand these days and there is so much to choose from. 
Why customers leave? 
Did you know that your customers are almost five times more likely to leave you because they think you are indifferent to them, rather than because they are unhappy with your product/service or because of your price? 
John Gattorna first published the astounding figure that 68% of customers leave as a result of perceived indifference, which is often quoted by marketeers. 
He also found that businesses lose customers because: 
1% Die 
3% Move away 
9% Persuaded to use your competitor 
5% Obtain service from a friend 
14% Unhappy with your product or service 
68% Think you are indifferent to them. 
It’s important to realise that you can stop your customers leaving you for your competitors. It’s your responsibility to provide the best customer service possible and help your clients to perceive your appreciation of them. 
Here are Write Wai PR & Copywriting Services’ recommendations on how to retain your customers by showing you care. 
Make your customers feel appreciated 
Do you know what matters most to your customers? What would make them feel special? Could you fine tune what you offer them to suit their needs with a bespoke product? 
It’s not surprising that some of the big named brands now ask for the date of your birth and go out of the way to send you a birthday greeting. They are trying to show they care. Can you do something similar? 
As a small to medium size business owner, you need to assess what gesture of goodwill you can do to show your customers you care. It doesn’t need to be expensive, for example, you could send them a birthday card or seasonal greetings card or offer them a loyal customer discount on your latest range of products or services. 
Be sociable 
In our digital world, many businesses ask their customers to follow them on social media, but to show you care about their business, you could follow them on their social media platforms and like, comment or share their posts, or if they are also in business, leave them a recommendation or refer them to a friend. 
Go the extra mile 
Now, more than ever, it is important to go that extra mile to nurture your relationships with your customers to turn them into raving fans, as you will reap rewards, again and again. Only you know what your extra mile is. 
Anticipate their needs 
You know your customer best and you can assess what they need in advance of them asking you. For example, you could send a text or email to remind them their car needs a service, or it’s time for their tax return to be submitted, or their pet is due to be groomed. 
Speak to them regularly 
People buy from people, so call your customers regularly or hold a Zoom or Teams meeting to check they are happy with the services you are providing and what they think you could improve. That’s the best way to find out whether they are thinking of changing their direction or if they might need an additional service or extra product. 
Respond to their feedback 
Make sure you act on any feedback they give you, so they see improvements in your business the next time they call or visit. Thank them for any suggestions they may make and keep them informed when you follow up on them. 
Address any complaints to keep your reputation 
If anyone complains about your business, whether it’s online on social media, in a letter, email or in person, respond in a positive way immediately to resolve the situation or misunderstanding. If you ignore them, they will think you are indifferent and at worst, tell others that they are unhappy with your response, service or product. Manage your reputation and try to take any complaints offline as quickly as possible, leaving a positive response to any negative comment. 
Do what you say you will do 
Nothing is more irksome than waiting for a product or service that is late, so maintain deadlines. Manage your clients’ expectations and if you are behind schedule, warn them in advance. 
The benefits of keeping your customers happy 
Maintain good customer care and it will pay off. 
Word of mouth is one of the best forms of marketing. Being recommended by a current customer is priceless, especially if they’re keen to tell others just how good your services and products are. 
At Write Wai PR & Copywriting Services, we have a number of ways we show our customers we care. Sometimes we offer an additional free service to loyal customers and we offer 30 minutes free advice on marketing, PR and social media. 
If you have any questions, please don’t hesitate to get in touch. 
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