Customer Loyalty and Retention Strategy

You want to know how to make your customers love you?  You've spent time, money and energy to attract the customer to your business.  Now they've arrived, making customers love you is what keeps them coming back.

The principles are the same for B2C and B2B businesses.  It begins with knowing your customer thoroughly and truly understanding them.  This means knowing what they value, and trust, knowing their pain points and knowing where they are in the buying process.  Simply focussing on demographics is not enough anymore.  You can read our blog about understanding B2B customers here.

Why do you want customers to love you so much?

Gartner quote that it costs 5 times more to attract new customers than it does to keep existing customers.  That's a great reason to work hard on earning a customers' love and keeping in forever.

Have you ever heard the phrase "perception is reality"?  It's absolutely true.  If the customer perceives that you've treated them like your number one customer, that's a pretty good start.  It's not easy though, as expectations are high.

"Aim to over-deliver.  Over-promising is the first step in the wrong direction.  Never use marketing that raises expectations higher than you can fulfil."

How can Momentum South West help you to make your customers love you?
  • A full consultation is needed to gain an understanding of your products, services, marketplace, sales strategy and most importantly, your customers.
  • Gain a deep understanding of your customer - what they like, trust, value and of course what they don't.  We can build you Customer Personas.
  • Mystery shopping your competitors
  • Assess ways to make your business as easy to do business with as possible - removing obstacles, streamlining process, creating a reliable feedback loop.
  • Review and recommend a winning customer communication strategy.  This can include postal, email and phone as well as social media.
  • Provide customer service training to your front line staff
  • Define and train your team on the behaviours your customers expect to see when they engage with your business.
  • Facilitate a staff workshop to agree a united 'customer manifesto'
  • Define and train your team on the techniques to impress your customers and keep them coming back

Get in touch today to begin making your customers love you.

Customer Lifetime Value

If every customer to your business was a brand new customer every time, then growing your business would become very difficult.

Why?  Because it's 4 - 5 times easier to sell your products and services to an existing customer (someone who's bought before)

The internet has made 'shopping around' so easy for buyers, that you're likely in a competitive market.  It's not just about standing out.  It's about creating LOYALTY, TRUST and ADVOCACY to your brand.

Read the Blog

11 ways to get to know your B2B customer

By Rachael Howourth | February 24, 2017

Customer growth is critical for every business The key to success when selling any product or service is how well you […] Read More

Convert-your-social-media

Top Tips to convert your Social Media followers into paying customers

By Rachael Howourth | February 24, 2017

It used to be that if you want to sell a product or service, you simply needed to carry out […] Read More

Staff Engagement

6 ways to boost staff engagement…

By Rachael Howourth | February 24, 2017

Retaining staff who you’ve spent years training and investing in, is vital if you want to keep your recruitment costs […] Read More

under performance

Formula for handling Under-Performance (works every time)

By Rachael Howourth | February 3, 2017

Does your team have a person who delivers repeat under performance? If you manage people, you’ll know how exciting it […] Read More

Are you putting your parenting skills to good use in Business?

By Rachael Howourth | February 3, 2017

Let’s face it, there’s an abundance of books written on both parenting and business – there’s certainly lots to learn. […] Read More

Could you coach an astronaut?

By Rachael Howourth | February 3, 2017

Coaching is a very rewarding activity. Whether it’s life coaching on weight loss or finding love, or executive coaching to […] Read More

Top Tips on how to be a great coachee

By Rachael Howourth | February 3, 2017

If you’ve ever been lucky enough to have experienced great coaching, you’ll know that the results can be staggering.  And […] Read More

3 Great reasons why you should embed a coaching culture in your business

By Rachael Howourth | February 3, 2017

Coaching Culture According to Glassdoor research, company culture is the #1 factor leading to long-term job satisfaction, closely followed by the […] Read More