Thanks to the increase in the NPS Attracting new indicator, new potential customers will be approached who will probably become real customers. Third-party recommendations create an affinity that favors conversion and reduces the feeling of risk that customers usually feel when trying a new brand.
Decrease in operating costs
Increasing the number of repeat customers reduces operating costs. This type of customer is familiar with the brand and its products, and therefore does not require as much investment of time or resources to convince them to make the purchase decision. The sale flows more naturally because it does not involve as much risk for the customer or as much effort for the company.
6 tips for customer retention in times of crisis
Now that you know what customer retention is, its formula and the benefits it can represent for your company, we leave you with 6 tips so that you can successfully implement customer retention in times of crisis. Find out how easy it is!
Times of crisis put us to the dataset test, so understanding what customer retention is and how you can implement strategies to avoid losing customers in times of crisis can help you get through 2021.
1. Strengthen the relationship with your employees
Research by Frederick Reichheld of Bain & Company found that companies that are leaders in customer loyalty cultivate trust with their employees and build close relationships with them. This action creates a compensation wes trump director of visual merchandising effect; more satisfied and loyal employees cultivate long-lasting relationships with their customers .
A study by the firm PWC on customer experience revealed that poor employee attitude is the second aspect (67%) that would prevent a customer from doing business with a company.
Regarding this relationship b2c lead between customer experience and employee experience , the firm KPMG proposed the human value chain , which refers to the intersection between each of the pillars of customer experience and the role of the employee.
