We all have beliefs about why our customers walk away. Some of the most popular?
Customers don’t leave because of any of the above excuses.
You don’t have the relationship to stop them. All too often, they are treated like a number in a database vs. a relationship that matters. Because you care more about your business than you do about your customers.
If you think customers stay with you because you have a cheaper price or some cool feature, think again. Nor do they walk over one bad support call.
The key to keeping customers today is simple. It’s called relationships. Trusted relationships.
Whether it’s an iPhone or a multi-million dollar contract, your buyers are buying because of you. They’ll also leave because of you. How you converse with them, relate to them, treat them in your marketing, sales and support.
You won’t find customers leaving Apple because of some feature, the price or support issues. Maybe a few isolated cases, but nothing close to a significant percentage.
Why? Because Apple relates to its buyers. From mom and her first smart phone to kids with every gadget imaginable to corporations with hoards of MacBooks. Apple creates powerful relationships with all. Their Apple stores are staffed with friendly, personable and generally knowledgeable people. You walk in and they immediately begin to ask about you. You feel like you matter. Their support is timely and responsive, with reps that again, make you feel like you matter. Which is why Apple can charge a premium, support proprietary “stuff” that’s different from other competitors and still retain their customer base.
Great product and support? Yes. But even when there are issues – they retain their base. Thanks to the personal relationships they build with each and every one they touch.
I would think it would be obvious by now. Yet I see so many companies that haven’t solved the puzzle. Here’s the secret….
Treat your customers like they matter. Because they do.
Whether they do $5, 5M or 500M worth of business with you. Build a relationship that proves to them they matter to you.
How? The same way you build any relationship.
Three simple steps. Powerful relationship results.
When you listen, give them what they want and show you care about their success your customers won’t leave you over a price change or a feature war.
Instead, they’ll stay. And buy again and again and again.
Thanks to the digital age, today’s buyers can research, select and purchase their products without getting you involved in the decision. You won’t even know they were buying. Everything shifted. Your choices: shift, too—or get left in the past.
Me, Me, Me and other traditional approaches to marketing simply do not work in today’s world. If you want to market successfully, you must shift your processes and messaging. Away from what you want to say and toward what your buyers want and need.
In this ebook from Change This, you’ll learn how to easily adapt your marketing thinking to master today’s digitally empowered buyers to drive long term revenue relationships.
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