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How often do you check in with your customers?

Straightforward question really.

One of the biggest challenges we hear when we talk to prospects and clients about their marketing is their immediate desire to land new clients. And there’s nothing wrong with that. We all know the buzz from landing a new client. You can’t beat it. And whilst it can be a bit daunting, it’s a great sense of achievement.

But have we stopped for a moment and thought about our current customers? Are we checking in with them regularly? We assume (never a good idea) our current customers are quite happy. After all, they’ve never said anything, they’re paying their invoices so everything must be rosy right?

Sometimes everything seems good, but it just takes something out of your control to happen and that’s that. A customer is suddenly gone. You then start to think, did we speak to our customers regularly? Did we do enough to support them? Did we ask the right questions? Who knows, but having a plan in place could help.

Why you need to talk to your existing customers

Keeping your existing clients happy and engaged should be your number one priority. They’re the most important ones. When was the last time you sat down for a strategic discussion? Do they know about your latest wins or new services that you offer? And have you asked the vital question ‘What else can we do for you?’

Asking your existing clients how they are doing and what are their future strategic plans might uncover an unexpected opportunity. Plus whilst you’re with them it’s a great opportunity to ask for a referral, testimonial or case study.

And when you’ve finished your review, book the next one before you leave. It’s in the diary. Done and dusted.

Some interesting stats

  • Acquiring a new customer can cost five times more than retaining an existing customer.
  • Increasing customer retention by 5% can increase profits from 25-95%.
  • The success rate of selling to a customer you already have is 60-70%, while the success rate of selling to a new customer is 5-20%.
Source: OutboundEngine

It does make you think about where to focus your efforts.

Do you have a plan?

In your marketing plan (assuming you have one!), there should be a strategy in there for customer retention. It will depend on the size of your business, what you do and how many customers you have. You need to do something that works for you and your customers. So it might be once a quarter or once every six months. You know your customers better than anyone!

When was the last time you looked at your customer retention strategy?
Mapping out your customer touchpoints will help you understand when and where you are engaging with your customers. Is your customer’s experience with you as good as it can be?

Need help?

Let’s chat. From our experience, we know the importance of getting your retention strategy is key. And sometimes having a fresh pair of eyes can make a difference in helping you get your customer touchpoints in place.

PS – we’ve also created this handy guide to the Top Ten Touchpoints you need to have in place in your business. You can download it here.

We’ve worked with

HITACHI
Heating Style
Thrive Law
Dataiku
Robinson Ralph