A happy client is the best investment money can’t buy. But a neglected client is like throwing an un-cashed check in the garbage.
What am I talking about? Customer retention! It’s far more expensive to sell to a new customer than it is to sell to an existing one – up to five times more to be exact. But did you know around 44% of companies overlook the importance of customer lifetime value and instead harness all their efforts into gaining new clients?
Most business owners recognise the importance of good customer service. However, so many of us stop giving the royal treatment soon after the client signs the dotted line. Look, we get it – new clients are a challenge. And that’s why you’re a business owner, right? You love a challenge! But if you really want to reap the rewards from all your hard work, it’s time to focus on your existing client register.
Here are just a few reasons why customer satisfaction (and as a result, client retention) can make or break a business:
We didn’t put these stats here to scare you (I swear). We just hope they give you a good kick up the **** for you to realise how valuable your existing clients are. Remember the old saying by Joseph Parry, “Make new friends, but keep the old; Those are silver, these are gold.” Well it’s the same with your clients.
How to improve customer retention
So now you understand the importance of your existing customers and their lifetime value, how do you make them fall in love with your business over and over again? We’ve come up with some simple but effective ways to keep your clients coming back for more.
Sure it’s exciting to spot new prey and make the pounce. Just don’t leave those you’ve already caught behind for competitors to take.
What does your business do to maintain customer relationships? Do you have any tips for customer retention? Share them with us below!
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