Have you ever wondered why your customers have not returned and chosen a competitor over you? One of the reasons might be a poor or just average customer experience.
Thinking about what customer experience you want to deliver is therefore essential when setting up a retention campaign. Only if the customer's expectation has been exceeded will he or she be retained.
This sounds now very technical and personally I always find examples more useful then the cool hearted facts. So here is my example...
A few months back, I had to purchase a car seat for my newborn son. Never having any contact with newborns before, I had no idea what to look for in a car seat. I therefore decided to visit a well known retailer instead of buying the seat online. The service I got was outstanding. The sales person spent almost an hour with me going over the various aspects and safety features. On top of that, I was made aware to buy the seat online instead of purchasing it in the shop which saved me almost £100. I was WOW'd and it is therefore no surprise that I bought the second seat from the same retailer even though I could have bought it somewhere else a bit cheaper.
Providing exceptional service and a fantastic customer experience will create an emotional connection to your business which ensures a good retention and ultimately will make your business grow.
FouldsCRM can help you to create WOWs for your customers. Feel free to send me an email and I will get back to you within 24h.
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