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Do Not Say Sorry to Retain Customers

Customer Experience

Have you ever gone to repurchase your favourite product or service only to find it is not available?  Do Not Say Sorry to Retain Customers image New Picture 34 300x300

Often you will hear or read a sign that says sorry.

If you have you know it means you have to wait until it is available or having to look elsewhere. This can add time and stress which you do not want.

If you decide to look at other brands then you know you have to go through the purchase decision making process, which can be a hassle.

The same thing goes with your customers. If you are a service business and have the sorry I am fully booked sign out it adds complexity to your customers’ experience.

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If you sell a product and they have to wait longer to buy the product or find it is out of stock, competitors may become attractive.

To retain customers is not always easy. However using simplicity can help keep your loyal customers.

AVOID CUSTOMER DISAPPOINTMENT

Part of using simplicity to keep your customers means you seek out ways to cut costs. While some customers may be happy to wait it doesn’t send a strong signal that they are important.

The unfortunate aspect is they may never tell you their disappointment so you could be unaware that it may harm future purchases. Reliability is one important aspect as it means it lessens the time and stress for customers.

USE YOUR DATABASE AND SALES REPORTS

These are essential, as patterns appear over time that you can use to be proactive if you know when your products or services will be in demand. This then lets you be proactive to ensure you can deliver to retain your loyal customers.

HAVE ALTERNATIVES ON HAND

This is an old technique large businesses do with products. By having different flavours, packaging alternatives, styles etc they worked out that customers would prefer to keep buying within the brand and not go for a competitor’s product.

It simplifies it for the customers and reduces loss of sales for the business.

The same may be able to done with services and it is about the oldie but goodie of having a DIY product of your service. If this can’t be done then by having a customer care program in place means you are in touch on a regular basis that you will know when they will need your services.

Today minimising any aspect that could put a dent in your customers’ experience only adds complexity to your business and who wants that.

So why not take a little time to see how you can ensure your customers keep buying and not have to worry about saying sorry.

As always over to you: do you have processes in place to ensure your products or services are available for your current customers.

photo credit: butupa via photopin cc

See how I can help your business use simplicity to retain customers.

This article originally appeared on M4B Marketing and is republished with permission.

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