In this series about Customer Retention, we have looked at Customer Retention: Building Your Business Community to Build Your Business, Customer Retention Part II: Use Social Media for Word of Mouth Marketing and Customer Retention Part III: Recognize Your Customers. We are wrapping up the series with today’s Part IV in which we’ll discuss sharing your knowledge to retain customers.
One of the things any customer can end up feeling frustrated by is that they don’t always know the ins and outs of whatever it is your business does. They have to trust that you are doing the best job for them and that you aren’t taking advantage of their lack of knowledge. One thing that can help in this is to actually proactively share your expertise with them.
You can share tips, tricks, tutorials, and ideas with your customers. This not only establishes you as an expert in your field, but builds trust with your customers because you are showing them you aren’t afraid for them to learn and know more about what you do.
At Old City Web Services, we implement our expertise everyday when we build and design websites for our customers and help them maintain their online presence. We also share our knowledge, by providing training and information for our clients to take with them after a project is complete so that they don’t have to rely on us entirely. We offer a service that helps our customers save money and that builds a relationship of trust.
Sharing information doesn’t always have to be so in depth. You can offer quick ideas and tips on your social media pages or offer face-to-face knowledge with your clients. You are the expert and you want your customers to rely on you for that, but you don’t want them to feel taken advantage of. If you charge for your expertise but build trust by sharing it too, your business will blossom and your customers will remain loyal.
It is 10 times more expensive to gain a new customer than it is to keep an existing one. This series has focused on keeping customers happy, encouraging them to spread the word about you because of their satisfaction, and building trust with them. Putting efforts toward keeping existing customers will prove beneficial in the long run.