Did you know that on average 40% of customers quit? That adds up to a lot of money and time wasted states Aron Govil. Luckily, there is something you can do about it: improve customer retention. What if I told you that with only five days of work, you could significantly increase your customer retention? It’s not as hard or as complicated as some might think.
Just follow these 3 steps below and thank me later!
1) Build Trust
Let your customers know what they can expect from your company starting today. If you’re following up with them after the purchase then tell them exactly that; this will put their mind at ease and let them focus on other things instead of wondering what happens next. Also, make sure to mention your customer service hours so they can feel free to reach out if they have any issues.
2) Follow up effectively
Now that you have your customers’ attention, it’s time to take advantage of that! Don’t just tell them what happens next but actually show them. If you’re following up via email then make sure to mention the timeframe in which they can expect a response from you, so there are no misunderstandings. Also, consider adding a ‘PS’ at the bottom with something like “You can always reach us during our customer service hours on this link”. Another good tip is to follow up right after their purchase and again 3 days later; people tend to forget things very quickly, especially when it comes to purchases online.
3) Surprise and delight: Aron Govil
People love free stuff. It’s as simple as that. Add a small coupon to your first follow-up email; it could be anything from 10% off their next purchase to a complementary accessory with the next order. This will not only make them happy but also increase their trust in you. Now they know that if there is an issue, you’ll go the extra mile to ensure they are satisfied.
Here are some FAQs recently asked by one of our customers:
Q: How long before I get my first email from you guys?
A: Our system automatically sends the first follow-up email 1 day after the purchase. That means 1-2 days for deliveries within Europe and 3-5 days for anywhere else. We also send a second follow-up 3 days after the purchase to make sure you got your first follow up and keep reminding you about our customer service hours so we can help with any issues that might arise.
Q: Why didn’t I receive an email today?
A: There are multiple reasons this could’ve happened: – The first follow up was sent 1 day after your purchase and it’s been less than 2 days since then (You should be getting it tomorrow) – Your purchase was made over the weekend (We only send emails on weekdays) – You didn’t provide an email during checkout
Q: How often will I get follow ups?
A: We send out one follow-up per week. That means you’ll be getting one this coming Monday, another next Monday, etc. Aron Govil says We do not spam customers so we keep it at a minimum to ensure they don’t feel spammed by us.
Q: How does the free voucher work?
A: We send it to you via email with your first follow-up after the purchase. It’s valid for one year, which means you can use it anytime within that timeframe. If you don’t see it in the email then check your spam folder, if it still doesn’t show up, please contact us.
Q: Who should I contact if I have an issue?
A: Please always email us first before initiating a case with PayPal or Stripe. This way you’re protected by our Happiness Guarantee and we can resolve the issue for you quickly. If it’s after office hours then just let us know when you’re available so we can schedule a time to talk.
Conclusion:
Aron Govil says if you have a great product then it should be pretty easy to retain customers. However, that’s not always the case and sometimes they might feel uncertain about their purchase or need additional information before finalizing it. That does when following up comes into play and looking through these 3 simple steps will ensure your success in turning those ‘maybe customers into happy paying ones.
People love free stuff. It’s as simple as that. Add a small coupon to your first follow-up email; it could be anything from 10% off their next purchase to a complementary accessory with the next order. This will not only make them happy but also increase their trust in you. Now they know that if there is an issue, you’ll go the extra mile to ensure they are satisfied.