Personalization is key to customer satisfaction and Customer retention (Another Infographic)

It really is getting tiring how marketers are ignoring that nobody wants to be a part of the "BLAST". It is about time that we marketers stop doing blasts and start building our software which caters to individuals (at least if we want to be successful).

What some of the top companies are doing to retain customers?

http://www.nytimes.com/2013/04/28/your-money/companies-that-get-customer-service-right.html?_r=1&

Some excerpts from the above article:

1) Philips refunded a customer after a bulb the customer bought stopped working after 5 months! Yes, when you back your sales with "Guarantees", you make sure you live up to the promises made. There is nothing more annoying for us as customers when we find out the companies used the "guarantee tactic" to lure them into a sale. I bet that the customer who got the refund has raved about Philips which got Philips amazing brand publicity and lots of customers.

2) Human Customer service with follow ups:  In the age of automation, I have met venture capitalists who cringe at the mention of human element needed to run a business. We are definitely not there yet, and like it or not, people sometimes like to talk to a business who they paid. It might be pre-sales, support or sometimes just to make sure how much they are going to be charged this month. West Elm in the above article got full points for customer service, talk about customer retention-they won customers for life.

3) Acknowledgement mistakes made and promptly correcting: We are humans, and everybody knows that, so do customers. Customer appreciate honest business, and they will always appreciate when a business accepts mistake made and does what is needed.

In case you are wondering why customer retention is such a big deal, then please refer to few pictures here http://keepcustomer.blogspot.com/2013/04/customer-retention-infographic.html

Customer retention Infographic collection.

What do you think about customer retention now? Are you retaining all your customers? I think we talk about this more then acting on it. We know how important it is to make customers loyal, but we rarely show appreciation for their business. The above graphics should propel one to take action and make customer retention strategy part of your marketing plan.

Google Analytics for customer retention

Yes, probably not the best analytics out there, but Google analytics is Google's favorite tool and they are constantly improving it. Google Analytics gives insights on how customers are behaving on your business website. We can see and identify weaker parts of the campaign and use the data to make improvements on the website.

How can Google Analytics be used to improve customer retention?

By observing trends in visitor traffic, we can direct the visitors to some actionable item on the website. Say for e.g. if we know that there is a huge traffic serge in the month of December every year, then we should try to convert most of the visitors into customers by letting them know about the DECEMBER SPECIAL's.

Google Analytics also tells us about loyal and returning visitors to our site. We can can then find patterns in loyal visitors visits (which pages are maximum visited, which pages need to be improved, which pages are visited a lot but are slow, etc etc). These are small things tremendously boost the overall campaign. As we preach at keepcustomer, every single customer is important, and can bring new customers.

Are you using free and awesome Google Analytics to track your business online?

Are you retaining your customers who find you online?

• Are you retaining your current customers
• Are you going beyond old and outdated loyalty programs to get more customers?
• Are customers talking good about your business?
• Have you wondered why you have to work harder every time to get more business?
• Is Internet confusing you? Do you know services on Internet are cheap and a good service can put an end to your online misery and start getting you at least 1 new customer every week

If your company marketing programs are not revolving around customers, then you need to re-think your strategy to grow your business and make room for online customer retention. Contact KeepCustomer.com to keep your existing customers and keep them coming back to you N6MBYVHT66YZ.