Retaining Customers Through Data
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Transcript of Retaining Customers Through Data
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How to retain your customers through data.
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If retaining customers is that EASY,
why are companies struggling with it?
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The level of competition has increased...
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... and customers are more aware of their options in the digital age...
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... but mainly, it is due to the lack of focus on data.
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So, how do we overcome these?...
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One.Focus on what you are best at and enhance this ‘unique service offering’ through every interaction with your customers.
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Two.
Use data! Consolidate your data to ensure you have a complete view of every individual and understand what it is that keeps them coming back for more.
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Three.
Listen to your customers. From behavioural history to making a complaint find out what their interests and expectations are.
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Four.
Ensure the right message is delivered in the most effective way; learn which medium the customer is most likely to respond to; SMS, telephone call, email, twitter etc.
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Five.
Offer customers personalised incentives. Not all offers are useful to every customer, and they will be happier to receive an offer relevant to them.
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Six.
Know when to talk to your customers. Understand where they are in the buying cycle and ensure your communications align with this, e.g. deliver an offer when they show signs of interest rather than all the time.
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