7 Proven P's for Retaining Customers

Although many businesses and people may believe this posting is full of common sense, I don't think so.  In today's environment, customer retention is just as important as customer acquisition. So what are the 7 P's for retaining customers?

1. People.  One word - Relationships!  If you are able to connect with your customers - online and offline - you are farther ahead of the game than your competition.  You hear all the time "treat people like you want to be treated", hogwash.  Treat people like they are family

2. Product/Service.  Your product/service is your brand; a.k.a. your greatest asset.  Simply take care of it from A (attitude) to Z (zealous).  Customer Service is FREE....so is Great Customer Service.  Have you implemented these 7 traits; smile, eye contact, use customers name, remember customers name, respect of customers time, empathetic to situations and good-byes/have a nice day!  In other words, act like you care every day with every customer.

3. Place.  Let's compare - your home (inside and out) to your business (inside and out).  So what is the difference?  Thirty-three years in the business world and 95% of the companies I worked for, the owner’s house was far cleaner and more organized than the office.  Why is that?  Back to #1, people notice your place too. 

4. Price.  You have to take care of your loyal customers, period.  Do you have to be the lowest in town? No.  Your customers must know that you will separate them from the once-in-awhile customers.  You know, drive up's versus pre-booking in advance.  SMC clients have the ability to strategically make this happen.

5. Promotion.  You know or should know your customer.  If not, this is a different matter. You know what the customer bought from you, how he or she uses your service and where they are from. You can use that information to message customers in a more targeted, appropriate, helpful, and effective way. Don't spam them with the same generic info you send to everyone else. Send them targeted emails and in-context messages.

6. Processes.  You need good processes to monitor and track all channels; website, accounts, social media, etc.  By engaging with your customers, surveying customers for satisfaction, and implementing marketing channel strategies help any business plan and prepare for #7.  

7. Positioning.  Huge for any business.  Assuming many understand the concept of the game Chess - and if you don't, think football - it goes without saying that positioning and precision is critical to take a "knight" for "return a punt for a touchdown".  Positioning players is the difference between winning and losing over the long haul.  Similarly, with the internet, it is all about positioning your brand for success. 

BONUS POINT:  Happy Employees make Customers Happy!  That works in reverse too!!!!!