Do you struggle to keep your customers engaged? Are you looking for new techniques to increase customer satisfaction? Every subscription business works hard to acquire and engage new customers. However, a company’s efforts shouldn’t stop there. Engaging the customers that you already have is a great way to keep them around.
Moreover, if a subscription business does not provide excellent customer service and a positive brand experience, it may lose those customers that it worked so hard to obtain. Here are four ways to keep your customers happy and demonstrate how much you value them.
1. Offer meaningful freebies.
Simple, inexpensive gifts can go a long for showing appreciation. A subscription business does not have to to give anything expensive or complex for it to be well received. For example, when there was a postal rate increase in 2009 during the height of the recession, a number of companies sent out books of two-cent stamps to all of their customers.
When you send out these freebies, don’t forget to include a handwritten note. This may seem like an outdated concept, but it offers a personal touch that should not be undervalued. Break away from the world of technology and grab a customer’s attention with a note on subscription business company stationery.
2. Have a presence and be readily available across a wide variety of media.
Having a telephone number for customers to call is a good start. However, many companies never move beyond this, which is a mistake. Nearly half of all smartphone users would prefer to resolve their customer service issue with a mobile customer service application, such as a smartphone app, before they make a call.
A specialized help email inbox and social media accounts are other excellent methods for addressing customer issues. It is important to note that customers who interact with companies through social media spend between 20 to 40 percent more with those companies than other customers. Once you have these networks set up, staff them appropriately so customers receive answers in a timely fashion.
3. Give exclusive discounts for returning customers.
Providing discounts for first time users is a great way for a subscription business to attract new customers. Once you have loyal customers, offering similar or even more valuable discounts is a great method for keeping them. Once you have these discounts in place, they often become a natural component of the sales cycle.
When a current customer is happy with a subscription business and gets a discount for renewing, he is likely to tell his friends about it, which can result in new customers. Word of mouth is one of the most reliable methods for recommendations. You want to keep your existing customers happy to maximize this potential.
4. Provide a way for customers to give feedback.
Experimentation, testing, and research are all excellent, but they cannot compete with input from customers who have direct experience with your subscription products. Customers offer real-world experience and feedback that will guide your products and services in the right direction. They are very appreciative when your company follows these leads. Consider providing feedback forms on websites and social media accounts. Don’t be afraid to ask customers for feedback directly once in a while, too.
There are many tools available to make this simpler for you. WebEngage, helps you to engage with your customers through your website.
What other customer engagement methods do you use in your business? We would love to hear from you. Please use the comments box below to share!