CUSTOMER RETENTION - by Samuel Ibok

There are two foo foo vendors in my area. One is 30 seconds away, and the other is about 7 minutes away from my place. No matter how hungry I am, I typically walk down to the vendor that's 7 minutes away. Yes, I'm loyal like that. I can equally purchase five foo foo from the vendor close to me, but my preferred choice is the other vendor. Don't worry, this article is not about foo foo vendors.Most businesses invest so much in marketing and are still shocked by the churn rate of customers. They do everything to win new souls for their business, but the results remain the same. Dear business owners, get back to the drawing board. Remember, you're equally a customer. Ask yourself realistic questions and see things from the customer's perspective. Most times, people build products around what they think the customer wants when they've not even interacted with the customer.<img src="/media/inline_insight_image/images (49).jpeg" style="background-color: transparent;" alt="">I believe there's someone you've been patronising for a very long time. Why have you stuck with that vendor all these years, despite the fact that you can get the same service somewhere else and perhaps at a cheaper rate? Customer experience matters. Either they perceive you as Whatsapp (home-where you visit regularly) or as a ride-hailing app (which you use only twice after your salary has been paid). Forgive my example; my point is this, your customer must feel like you are actually solving a problem in their lives. They have to start perceiving you as family. If not, Otilo! Your customer can open doors your marketing manager can't even knock on.Satisfied customers are the best ads. I lost a client a few months ago, and her reason for leaving was because she felt like an outsider. I learned my lesson. She said she didn't feel like she was treated fairly, and she wasn't getting prompt responses to her queries. When it comes to your customer, there are no little things. You must treat their issues swiftly and, by all means, communicate. No one likes to be left in the dark. Customers can tell from your body language what you actually think of them. This means that your STEEZE and composure have to be on point. <img src="/media/inline_insight_image/images (48).jpeg" style="background-color: transparent;">Notably, you have to get feedback from your client and respond by implementing their opinions. Remember, you're not the only person offering that service. Ignoring customer feedback is simply poor customer service. By the time your customers stop coming, your eyes will be clear! I once mentioned to my foo foo vendor that she should please get back to selling #50 naira foo foo ooo, and she actually obliged a few days later. It made me happy. Customers are watching, and your prospects are equally paying attention.What shall it profit a business if it gains new customers today and lose them tomorrow? Absolutely nothing. Rethink your customer experience and do better. PS: My foo foo vendor made it to my post on TwoCents! Isn't that just wonderful. Again, satisfied customers are the best ads.

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