Client Collaboration and Retention

July 17, 2013

 

It’s not rocket science – increasing client interaction leads to an improvement in customer experience, satisfaction and loyalty.

Read: the more the client feels valued and part of the process, the more likely they are to become a repeat buyer. Simple, right?

The shocking statistics say otherwise. In 2012, Forrester’s Customer Experience Index noted that only 37% of brands received rankings of good or excellent when it came to customer experience.

So what can you do to be part of that group of 37%? Increase interaction with the client, at all levels.

Is it time for your client to upgrade? Is there a promotion that will benefit them? Get in contact.

Ideas are the currencies in today’s market. Incorporate the opinions of the clients when coming up with the next big thing. Instigate a ‘design your own’ contest and let the clients do the innovating for you!

Utilize your client base as a soft-launch testing ground. Have a new product, service or idea? Run it through a focus group, send out a survey or give out free samples to clients who represent your target market.

Increase loyalty by encouraging brand ambassadors.  These clients will champion your business effortlessly, through various channels at relatively little cost.

An engaged, loyal client is a potentially consistent source of revenue. Continue to up-sell and cross-market to your best clients for continued increases in revenue.

An ambitious and pro-active strategy will keep these collaborations lucrative.  In the world of social media the scales have tipped and the client now possesses more power than ever before.

This power shift is changing the way products and services look, feel, perform and, ultimately, succeed or fail.

To tip the scales in your favor simply give the client what they want. Provide the client with service on their terms. And provide that service through a number of channels – email, Twitter, Facebook, phone.  Multi-channel customer service is a must.