Starting a business is hard; winning your first set of customers is even more so. But keeping those customers is the hardest – yet most important – part of all. Repeat customers cost less in advertising costs than finding new ones, and the more loyal a base you can build, the bigger and better your reputation will become.
With this in mind, it’s essential that you understand how to attract people to use your products or services again and again. And in this guide, we’re going to show you what your business might be doing wrong, and how to fix the issues. Let’s get started right away and take a look at the big reasons why you are losing customers for your online business.
You don’t listen
As a business owner, we are hoping you understand the value of communication. However, while many companies are great at shouting about their products and services, a surprisingly large number also fail to understand that communication is a two-way street. And the simple fact is that your customers have all the information you need to improve your business and get them on board for the long-term. All you have to do is listen to what they say.
There are a few things you can do if you want to hear to your customers properly. First, look at what people are saying about you online. Your social media channels are an obvious example, as are your client complaint emails. Do not ignore these, as they will point you in the right direction for finding out what your business is doing wrong.
Consider sending out customer surveys, too, to scratch the surface a little deeper, too. And finally, check your analytics. Where are people leaving your site, and why? Once you sort out these broad issues, you will be well on your way to providing a better experience for your customers – and getting them to come back more often.
You don’t care
Far too many businesses put all their eggs into the basket of winning new customers but don’t appear fussy about keeping them. It’s a huge mistake, and in the vast majority of cases, you will find that your clients vote with their feet and walk off to your competitors. Providing poor quality customer service, using terrible delivery companies, and never getting in touch with your clients can all have an enormous impact.
The key to success is setting up the right system. Make sure you look into your processes to find out where things are going wrong and take action to fix things. You should consider comparing e-commerce customer service software or looking into different platforms and programs that actually tell you what you need to know. There is a vast array of different products out there, and it’s vital to choose one that works for your business.
Ultimately, when you are just starting out in business, it can seem impossible to get a foothold in your industry and compete against the major players. But by caring for your customers and actually providing them a first-class service, you will find that people keep coming back in their droves.
You don’t look
How well do you know your competitors? The simple truth is that if you don’t know them almost as well as you know your business, eventually, you will start to lose customers to them. Competitor research is a vital component in keeping your clients, and it’s imperative that you know what your rivals are up to – and that applies to every single move they make.
Are they beating you in the search engines? It’s time to invest in SEO. Are they beating you on price? It’s time to up your game in other areas, such as perfecting your customer experience. Perhaps they are moving into your area – in which case you will need to reach out to your loyal customers and ensure they remain loyal by offering them discounts and deals.
Ultimately, if you don’t know what your rivals are doing, you can expect them to overtake you at some point. Of course, losing customers to the competition will always happen, as you can’t please everyone all the time. Your job here is to limit that loss, and do your best to attract more people to your business from theirs. Check their advertising campaigns – is there anything that you offer that they don’t? Get friends and relatives to go shopping with them – can you improve on that experience? Finally, and most importantly of all, make sure that you understand the differences between your business and theirs – it‘s the key to standing out from the crowd and will determine your entire business message.