Ann Arbor / Ypsilanti Regional Chamber

Creating Customer Satisfaction

Businesses are always developing ways to attract new customers or clients. While increasing customers or clients is important to the success of a business, the focus should remain on retaining current clients or customers. Studies show that it can cost up to 8 times as much to acquire a new customer or client than to retain an existing one. Now, more than ever, it is important to focus on these repeat customers or clients.

1.) Listen to your customers or clients. The best way to satisfy your customers or clients is to listen to what they want. By listening to your customer or client you’ll be able to find the best product or service that matches their needs. Surveys are another excellent way to listen to your customers or clients. Use surveys to determine what your customers are satisfied with as well as what areas need improvement. If you implement a suggestion from your customer or client, make sure to communicate through a press release, eNewsletter or website with them. They will appreciate that you listened to their suggestion.

2.) Excellent customer service. Excellent customer service starts with a smile. Always greet your customers or clients with a friendly smile, even if you conduct business over the phone. It is important that your customers or clients know that you are happy to see or talk to them. It has been said that a happy customer is a returning customer. Don’t forget the value of word of mouth marketing – customers or clients will share their experience with others.

3.) Maintain Relationships. Not only is it important to develop relationships with your customers or clients, it is more important to maintain them. Reach out to your customers or clients throughout the year. Call them to see how the service or product you sold them is working out for them. Send them eNewsletters or printed newsletters, thank you notes of birthday cards. If you come across an article or website, send it them. You know what they say: ‘out of sight, out of mind’ – don’t let that be you.

4.) Show your Appreciation. Show your customers or clients that you appreciate them. For example, Inner Circle Media is offering existing clients 10% off their next project. This is a great way to show customers or clients that you appreciate doing business with them and a great way to continue the relationship.

Join us on Thursday, October 8 at NetWorks for more information about “Creating Customer Satisfaction to Retain Customers.”

Megan Crosbie
@A2Chamber