Unhappy Customers Are Expensive

1 in 26 unhappy customers complain

The rest tell an average of 12 other people.

That's 312 negative impressions per complaint received.

Higher Revenue

65% of companies can cross-sell to existing customers.

12% of companies can cross-sell to new customers.

It's 7 times cheaper to sell to an existing customer than get a new one.

Early Warning System

Know when your service drops

Fix the issue before it becomes serious

Keep customers coming back

Discover Sentiment

Complete Customer Retention System

Loyalty Program

Feedback

Review Requests

All in a simple QR code.

The Power Of Systems

Checklists halve deaths after major surgery.

All sucesful franchises are built on systems.

Imagine what one could do for your customer retention rates.

Excellent Service Is Not Enough!

Turning the one-time visitor into a repeat customer is essential to the success of every business. When you do this you not only increase your revenue and reduce your costs but you grow as well. It's important that this is approached with intent. But when I ask owners what they do to achieve this the answer is always along the lines of "We provide great service." There are 2 problems with this answer...

All your competitors are also focused on providing great service.
It's too vague - and vague doesn't get you repeatable results.

Getting high customer retention requires a system. A process which can be repeated, shown to others, and (maybe) even automated. Creating such a system relieves you of worry that every customer interaction could go wrong. It frees you to focus on resolving real issues rather than guessing at whether your customers are going to spread good or bad stories about you.

Getting the process right requires work, but the benefits are worth it...

Increased Revenue

Repeat customers not only spend more over their lifetime but each individual transaction tends to be worth more as well.

Reduced Costs

When you no longer need to spend money replacing customers, when your existing customers spread the word to others, you can cut your costs and still grow.

Strong Foundation

The foundation of your business is repeatability. Repeat customers and the processes that form the structure of your business itself.

Ease Of Mind

When you know that your business is automatically doing everything to keep customers coming back you can relax. You know it’s building a strong foundation and growing, allowing you to focus your attention elsewhere.

Free Time

A process gives you back time. Because this key area of your business is runnning automatically you no longer neeed to run around responding to constant crises.

Resilience

Every business has external forces. When the bad times come a business with a strong custoemr retention process is perfectly placed to ride them out.

See How We Can Build A Process For You

Talk to me and see what process we can deliver for your business.

Contact

Creating A Customer Retention Process

Though businesses owners think customer retention is (rightly) about great customer service, they often wrongly believe this is too personal to be made into a system. But this is far from the truth. In fact good service requires 3 things...

Communication

Communication is too often a one-way street within business. We say we want to listen to the customer but we do it on our terms.

Whether it's treating treat channels such as Instagram and Twitter as broadcasts or asking for feedback through complicated and time-consuming surveys the truth is that most businesses don't know what their customers think or want.

The key part to retaining the customer is to get that communication from as many customers as possible as often as possible.

Understanding

Getting the communication going is all well and good, but will you actually do anything with it?

When you have information coming in from all your customers you are at risk of being swamped. But remember, knowing what the customer actually wants and not just what you think he wants is critical to keeping them coming back. So you need to have an easy way to convert this information into something you can work with.

Of course the different ways the communication comes in means that you won't be able to do this in once way. You need a system that can adapt to handle each channels unique methods.

Consistency

Alright, I'm lumping in a couple of areas under this heading. But what I mean is that you have to be consistent in providing the sort of service the customer wants. One bad incident can be enough to turn a customer away, especially if it's their first visit.

So you have to be consistent in turning the information you received into action, you have to be consistent in carrying out those actions, and you have to consistently monitor the customers sentiment to ensure that you are doing this and that the situation hasn't changed.

That requires a system.

When you consider these steps it's not hard to see that they are not only amenable to a process but actually require one. Without it you are going to slip up in some area. But with it you can be consistent - and also free up time to focus on the things that really matter in your business.

How We Help

Defining a customer retention process that best suits your business can range from creating a checklist to writing custom software and everything in between. Fortunately we have a range of tools and expertise at our disposal.

zapacard is our unique full customer retention solution based on Facebook Messenger. It includes a loyalty platform, sentiment monitoring, feedback and increase your reviews. Simple, powerful and with nothing to download or manage.

Zapacard

Complete Customer Retention
A strong checklist is the core of all processes. Often it’s all that is needed. And while creating a checklist is not difficult it does require experience and expertise to make one that does its job well.

Checklists

The heart of all processes.
Knowing how your customers feel is key to making sure you’re making them happy. Sentiment is our hassle-free system for getting and understanding this information so you can put it to use.

Sentiment

Learn how happy your customers really are.
Automation isn’t necessary for a system to be a success. But when a system is automated it can free up an incredible amount of time. We help automate systems when appropriate using custom-built or off-the-shelf software.

Automation

Save Time, Do More, Stress Less