Do you feel like you’re on a hamster wheel of chasing customers, winning them over then losing them?
Over the years, it’s been drummed into you that marketing + sales is the be all + end all of customer.
That by pursuing them, telling them what they want to hear, then clinching the deal, you’ve got the game sewn up.
But do you?
THE ENDLESS STRUGGLE FOR CUSTOMER
Many business owners + leaders we speak to tell us of their endless struggle to find – + keep – customers.
Sure, promotions, discounts + offers seem to do the trick, but they don’t necessarily keep them coming back.
It’s an endless cycle of get customer, serve customer, get customer, serve customer.
A race – where competitors are running the same tactics of discounts + add-ons.
Customers are 4X more likely to buy a product from your competitor if they offer better customer service (Bain+Co)
The time, effort + investment feels inefficient in the trained, strategic gut of a business leader.
But they just don’t know what to do about it.
There’s a chance they just don’t know what’s going on.
THE REALITY OF BEING A CUSTOMER
What’s evident these days as a customer, is how intent businesses are in the pursuit of our attention.
They prance + they dance, they primp + they promise – all in the hope they’ll catch our eye + our dollar.
But often, after they do… tumbleweeds.
Beyond the basic product or service delivery, nothing. Nada. Zilcho. Squat-diddly.
No customer service + worse still, no customer experience… which is your customer’s perception of how your business treats them (perception being the key word here!).
HOW IS YOUR CUSTOMER EXPERIENCE?
Do you put all your effort into acquiring new customers, then drop the ball?
Win them over then leave them to their own devices?
Forget all about their customer experience?
Even forget about the promises you made to get them through the door in the first place?
Are you too busy moving on to chase the next new customer to drive your revenue targets + new sales figures?
If you find yourself answering yes to any of the above, there’s a chance they’re the key to where you’re going wrong.
50% of customers agreed that they leave a company because the company fails to meet their needs (InMoment)
WHAT’S THE POINT OF PURSUING CUSTOMER’S IF YOU DON’T TRY TO KEEP THEM?
Based on our own experiences with all types of businesses, we’re often left pondering –
“What is the value of marketing, advertising, social media + sales if you don’t try to keep customers after you’ve won them?”
If you don’t invest in their customer experience?
If you don’t keep the promises you make to them + continue the relationship beyond the transaction?
If you want a sustainable, profitable business – then there is no point. It’s simply a waste of time, money + effort.
DO YOU KNOW WHY YOU’RE LOSING CUSTOMERS?
Are you burning through your customers?
If you wonder why they’re not sticking around, why you’re not getting them over the line or why they’re not referring you to other customers…
… take a look at how you’re treating them.
Take a look at your customer experience.
Take a closer look + you might find that your systems, processes, timelines, turnaround times or technology may be causing customer pain you’d never even realised existed.
Pain that gets them heading out the door to your competitor, that stops them recommending you + leaves you relying on new customers to pay your bills.
67% of consumers stated that the one reason that makes them come back to business is a good customer experience (ICSC)
Top tip:
Don’t burn through your customers. Don’t lose sight of the customers you have + their experience with you, in the pursuit of new ones.
