1502: [Part 2] How to Improve Customer Retention by Neil Patel on Entrepreneurship Success

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[00:00:56] This is optimal work daily.

[00:00:58] Wie zu verbessern, Künstler-Kart 2.

[00:01:02] Von Neal Patel von NealPatel.com

[00:01:05] Ein key way you can improve the customer experience and service within your company

[00:01:09] ist by making your support team easily accessible.

[00:01:12] Ein great way to achieve this is by providing a live chat solution on your site or social media.

[00:01:18] Das ist, wenn deine Kunden haben einen Problem,

[00:01:21] dass immer jemanden zu helfen.

[00:01:22] Das will natürlich verbessern deine Kunden.

[00:01:24] Das ist wichtig.

[00:01:27] One example is www.livechatinc.com. Live chat is a good option because it's fast. You may also want

[00:01:36] to provide a phone number that customers can use to reach out to you should they have any questions.

[00:01:40] It is important that you make both the live chat and the phone number easily visible. Don't

[00:01:45] make it hard for your customers when they want to speak to you if you want to improve customer

[00:01:49] retention rates. Aside from feeling respected, customers also value speed when it comes to

[00:01:55] customer support. After all, if your service is critical to the functioning of their business,

[00:02:00] any time wasted could also mean money lost on their side and maybe your side too if long support times

[00:02:06] cause them to cancel. They won't have a good customer experience if they have to wait and this

[00:02:11] isn't what you want when you're trying to inspire loyal customers. If the current staff you have

[00:02:16] assigned to support are overwhelmed, consider allocating some more people to the support team

[00:02:21] to ensure a good customer experience for your customer base. It might sound odd, but great

[00:02:26] customer service can also be a great marketing tool. If your customers have a great experience

[00:02:31] with your support staff, there's a good chance that they'll let other people know about what happened

[00:02:35] either by social media or word of mouth, potentially improving brand loyalty and attracting new customers.

[00:02:42] Here is an example from a Zappos customer who tweeted about their customer experience.

[00:02:46] Quote, I received amazing customer support today from your rep, Connie L.

[00:02:51] Thank you for your approach to customer service. Your team is great. End quote.

[00:02:56] Of course, the reverse is also true. If customers have a bad experience, they'll also be vocal,

[00:03:01] and seeing negative press about your brand on social media can have a huge knock-on effect

[00:03:06] on brand loyalty and repeat purchases, along with you potentially losing a ton of potential new customers.

[00:03:12] In some cases, such as when an issue is taking a while to deal with, you, the CEO, might want to step in.

[00:03:19] A lot of loyal customers appreciate when someone high up in a company takes the time to address a long-standing issue.

[00:03:25] The third element you'll want to focus on is usability of your service and user experience in general.

[00:03:31] Luckily, you can use the customer feedback provided by previous customers

[00:03:35] in order to improve the customer experience of your business and customer satisfaction.

[00:03:40] However, if you don't have any user experience feedback from past customers to work with, hope is not lost.

[00:03:47] Ask current and loyal customers about their experience to learn what they'd like to see improved.

[00:03:52] By interacting with loyal customers in this way, you'll be able to unearth insights that might not have come to you otherwise.

[00:03:58] In addition, your loyal customers will appreciate you working on the product

[00:04:02] so that it produces a better customer experience for them.

[00:04:05] This is an awesome example of how to use current users as part of your performance indicator in order to improve customer retention rate.

[00:04:13] If you want to obtain this kind of information from customers, you can just send out an email or social media post

[00:04:19] where you're asking customers what features they like and what they'd like to see improved.

[00:04:24] Alternatively, you could speak to existing customers on the phone and get some insight from them that way.

[00:04:30] On the other hand, you might just want to watch someone use your website or service and see if they can achieve simple tasks.

[00:04:36] You can do this in person or you can use a tool like Crazy Egg to see how people are using and moving through your site.

[00:04:43] You may even want to create something known as a feature requests form

[00:04:47] whereby customers can provide suggestions whenever they feel like it, providing you with a useful performance indicator.

[00:04:54] Improve customer relationships

[00:04:57] This might sound similar to what we were covering just a moment ago,

[00:05:00] but this section relates to just improving the customer relationship in general

[00:05:04] and not in relation to making the actual product better.

[00:05:08] Many tend to stop being a customer of a company or do not make a repeat purchase

[00:05:12] if they feel as though the company doesn't care about them.

[00:05:15] And this is why customer loyalty programs need to be considered.

[00:05:19] Now, we've already covered how the implementation of great customer service

[00:05:22] and acting on feedback can improve customer relationships and help to retain customers.

[00:05:28] But there are other things that you can do to make the loyal customer feel valued

[00:05:32] and as though they are not just another cog in the machine.

[00:05:35] One way that you can achieve that is by providing some perks for customers who have been with you

[00:05:40] for an extended period of time, also known as a customer loyalty program.

[00:05:44] Question if there is any way that you can reward existing customers by providing them with something extra

[00:05:49] in relation to whatever product or service your business already provides.

[00:05:54] This customer loyalty program can inspire repeat purchases

[00:05:57] and keep your customer retention rate nice and steady.

[00:06:01] Doing so can potentially lead to 54% of customers increasing the amount of business that they do with you.

[00:06:07] You can also improve customer relationships by building a sense of community.

[00:06:11] Some businesses like to host live events in order to get this done.

[00:06:14] However, if you don't have the budget for that kind of thing just yet,

[00:06:18] you can always use social media, for example, by starting up a Facebook group.

[00:06:22] You can also send existing customers a thank you note from time to time

[00:06:26] to show your appreciation that they're a customer.

[00:06:28] You don't need a huge, over-the-top customer loyalty program.

[00:06:32] Sometimes just a small note of appreciation can be enough to make loyal customers feel valued.

[00:06:38] You may also want to be more proactive in the way that you provide support to existing loyal customers.

[00:06:43] Check in on them and see how they're doing,

[00:06:45] even if they don't send you any correspondence asking for help.

[00:06:49] Taking the first step can be a great way to remind customers

[00:06:52] that you're there to help them should they need you.

[00:06:55] Conclusion

[00:06:57] Obtaining new customers for your business is a lot harder

[00:07:00] than keeping existing ones locked in with brand loyalty.

[00:07:03] In this post, we've taken a look at the steps that you need to take

[00:07:07] if you want to keep your existing customers fixed up with repeat purchases.

[00:07:11] Your customer retention rate matters,

[00:07:13] and it's worth investing in your customer loyalty program

[00:07:16] rather than constantly pouring your efforts into nailing down new customers.

[00:07:20] We've placed a focus on how you can find out why previous loyal customers are leaving,

[00:07:25] but also what can be done with the information that you have unearthed

[00:07:29] to fix your customer retention rate and keep those customers for a lifetime.

[00:07:33] We've examined how you can keep existing customers happy

[00:07:36] using methods that don't necessarily relate to creating a better user experience.

[00:07:41] Take action on these tips and use them to improve customer retention rates in your business.

[00:07:47] There's a good chance that you'll be able to see some positive results by doing so,

[00:07:50] and that you will see a boost in brand loyalty,

[00:07:53] word-of-mouth advertising,

[00:07:55] social media marketing,

[00:07:56] and better customer relationships in general.

[00:08:03] You just listened to part two of the post titled

[00:08:05] How to Improve Customer Retention by Neil Patel of neilpatel.com.

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[00:09:12] Kunden service kontaktieren?

[00:09:14] Für viele Menschen ist das der beste Weg,

[00:09:17] einen schönen Tag zu ruinieren.

[00:09:18] Aber bei Zendesk sorgen wir für eine bessere Customer Experience.

[00:09:22] Besser für die Großmutter,

[00:09:23] besser für die Floristin,

[00:09:24] besser für den jungen Mann in Haus Nummer 3a,

[00:09:27] besser für sie,

[00:09:28] besser für alle.

[00:09:29] Denn während einige behaupten,

[00:09:30] dass der Kunde immer recht hat,

[00:09:32] sagen wir,

[00:09:32] dass KundInnen immer Menschen sind.

[00:09:34] Und da wir auch Menschen sind,

[00:09:36] wollen wir etwas Gutes für uns alle tun.

[00:09:38] Zendesk.

[00:09:39] Customer Experience mit KI für Menschen gemacht.

[00:09:42] And that concludes Neil's post from yesterday

[00:09:45] and something I didn't mention yesterday about him.

[00:09:47] He's also a New York Times,

[00:09:49] Los Angeles Times,

[00:09:50] USA Today

[00:09:51] and Indie-bound bestselling author.

[00:09:53] And that is for the book

[00:09:55] Hustle,

[00:09:55] the power to charge your life

[00:09:57] with money,

[00:09:58] meaning and momentum.

[00:09:59] You can find the book on Amazon.

[00:10:01] The hardcover is less than $10

[00:10:02] at the time of this recording.

[00:10:04] And Neil's also a podcaster

[00:10:05] offering valuable advice

[00:10:07] on the show Marketing School.

[00:10:09] So you can check that out too.

[00:10:10] It's a short daily show

[00:10:11] just like this one

[00:10:12] covering marketing

[00:10:13] each and every day.

[00:10:15] All right,

[00:10:15] that's going to do it for me today.

[00:10:16] Hope you've had a great weekend

[00:10:18] and I will see you back here tomorrow

[00:10:20] as usual.

[00:10:20] And that's where your optimal life awaits.