Never Lose a Customer Again 3 Reasons Customer Retention
How to Never Lose a Client Over again
The three phases of attracting, cultivating and nurturing unbreakable client relationships
Joey was enjoying a sweet piece of hard candy, when he suddenly bit downwardly. In a lightning flash he felt intense hurting shooting through his head. Fearful of what he might find, he began gently probing each tooth with his tongue. His fear was realized — Joey'south dorsum molar had broken.
Joey hated the dentist. To him a visit to the dentist meant agony, discomfort and anxiety. He never went for proactive cleans or checkups, so he didn't have a regular dentist to phone call in an emergency. This definitely qualified as an emergency.
Agony to Ecstasy
Joey'southward dental nightmare turned into an amazing customer-service story. It was an experience that locked him in equally a loyal client and information technology all started with his start contact with the dental function reception desk.
The receptionist'southward attention to Joey'southward crisis was remarkable. She was sensitive to his situation and made him feel as though he was all that mattered at that moment. She rearranged the dentist's calendar to get Joey in quickly.
He never met the adult female earlier and she treated him like a long-fourth dimension customer. Joey felt valued and special. She took it even further by emailing him a link to the new patient information class. This manner he could quickly fill it out at home and avoid sitting in the waiting area any longer than necessary. He was pleasantly greeted, promptly ushered into the dentist'due south chair, and treated.
This fantabulous customer experience connected after Joey got dwelling house. The receptionist called to follow-upward and see how he was doing later the painkillers wore off. She provided phone numbers to achieve the dentist quickly if he experienced any issues with the temporary solution. Since this amazing client-service experience, he now visits this dentist for regular checkups.
He raves about the service and recommends the exercise to his family unit and friends.
The patient is Joey Coleman, author of the bestselling book, Never Lose a Client Again . If a dentist's office can do this, at that place's no reason you can't use similar customer-care techniques to your business. Win new customers, keep them coming back and spreading the discussion to bring in more than new clients. Once you've won these new customers, the concluding thing you want to do is lose them.
Inquiry Shows That 20-70% of New Customers Will exist Lost Within 3 Months
Most businesses expend a ton of resources and money on strategies to attract new customers. Unfortunately, many don't put in the try to hold on to them. This applies to industries and companies across the lath, regardless of size or acquirement. Much of this loss is thanks to businesses failing to treat customers with the same attention after the sale is clinched.
I often feel this disparity in treatment when I buy a new car. The salesperson has a bully knack for making me feel special. He gives the impression that they'll curve over backward to go me everything I desire. By the time the first ready of papers are signed, it's like we're best friends. He knows all about me.
He really seems to intendance. I don't need to read whatsoever of the small impress. I completely trust that he's all about my best interests. But, without fail, by the fourth dimension I'1000 shuffled over to financing — buyer's remorse begins creeping in. Of a sudden I'm non feeling so special. What did I but get myself into? So, when it comes time for service, I really feel like just another number.
Emphasizing Sales Over Bully Customer Experience Can Exist a Plush Error
There'south a bible story in the book of Genesis. Jacob falls in love with Rachel and asks her father, Laban for her hand in marriage. Laban agrees to requite Rachel's paw to Jacob, but only on the condition that Jacob work for him seven years. Jacob is and so smitten with Rachel that he agrees to the terms.
After fulfilling his seven-year work term, the nuptials night finally arrives. When Jacob removes the veil, it is not Rachel he's married, but Laban's eldest and less-attractive daughter, Leah. Laban's alibi for this deception is that it'south not customary to give the younger daughter away before the older daughter.
I'm reminded of this story considering this is substantially what happens to many new customers once they've decided to do business with a company. It'south similar to my car-purchasing experience. Once a potential customer is successfully wooed and convinced past the sales team, they're handed off to another department. It all feels a flake deceptive.
We don't experience then special anymore. We feel similar we're starting over and explaining our state of affairs once again and again. It makes a customer showtime to experience insignificant, even manipulated. Much of this stems from the asymmetric attention nigh companies put on sales and marketing, rather than client experience and memory.
The Deviation Between Client Service and Client Experience
Customer service is something that your company provides. It'due south about advice, assistance, and process. Customer experience is almost the interactions, relationships, and emotions you experience. Where customer service tends to exist more reactive, client experience is proactive. Customer experience leads to a strong, positive response and often results in the client becoming emotionally attached to the make. This attachment needs to be cultivated and nurtured. The best manner to get your customers to this place of loyalty is to get-go understand their journey.
A customer's typical journey involves three initial phases.
Assess phase
During this phase the client is figuring out what they will gain from doing business organization or engaging with your product or services. You lot want to situate yourself as the best choice in addressing their demand.
Admit stage
At this signal the customer is at a place where they acknowledge having a problem which your company is in a position to solve. Finding this potential solution can set the customer on an emotional high.
Affirm stage
This is where a customer can feel a scrap of comedown, doubt or remorse from their high. It's non uncommon for the initial euphoria to dissipate. The larger the investment the more apparent this feeling. Loftier energy and affirmation of your expertise can go a long manner to annul these feelings for a client.
Satisfied Clients Tin can Be Your Greatest Salesforce
Author Joey Coleman turned into a vocal supporter of the dental practice that transformed his thinking. It should exist every company'south aspiration to take advantage of this priceless give-and-take-of-mouth opportunity for new business.
Don't let getting the check in your mitt be the end of the journey. The client experience should go on beyond the third stage. In that location are and then many ways to accomplish this — offering bonuses and rewards as an incentive to those who refer friends and family to your company, for instance.
Cultivate and nurture a trusted relationship with your customers. Make them feel special, appreciated and similar they're the about important clients in the world. They won't demand any bonuses or incentives to sing your praises. Before long, you'll have a whole new fold of clients to cultivate!
Resource: Never Lose a Client Again: Turn Whatsoever Sale Into Lifelong Loyalty in 100 Days by Joey Coleman
Source: https://bettermarketing.pub/how-to-never-lose-a-customer-again-3be363672fa5
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