Numbers don’t lie. Customer loss has a significant negative impact on a business. That fact may be obvious, but the reason a business loses customers often isn’t. If your business is losing customers, look to see if there’s an emotional connection between your business and your customers. One article suggests that often, the customers that are highly satisfied are the ones that are emotionally connected. How can you ensure that your customer experience is up to par and keep your valued customers coming back to your business?
One way is to ensure that every interaction a customer has with your business is a positive experience. Go above and beyond to make your customers happy, and your customer loyalty is sure to improve. Build upon that and make interactions personal. If you work to understand your customer and take their emotions into account, your customers will know how important they are and enjoy each interaction with your business.
If you’re in the product sector, rather than the service sector, you may need to take one additional step. Invest in your customers. Think long-term instead of short-term. Offer emotional rewards, not just quick and easy promotional gains, to let your customers know you want the relationship to be long-lasting and beneficial to each party.