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!!!!!
