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Customer Retention Blunders Many Small Businesses Make


July 25, 2022 ( Newswire) Problems with customer retention can sink even the most ambitious small business. Regardless of what kinds of products and/or services you have to offer, staying afloat amidst waning customer retention is liable to prove outright impossible. As such, it behooves every small business owner to remain cognizant of customer retention blunders and take the necessary steps to correct them. So, if any of the following mistakes are commonplace within your business, don’t hesitate to act.

Failure to Show Customers Due Appreciation 

Failing to show customers due appreciation can hurt your business in a number of ways. For starters, it's liable to get you labeled as rude, which can make it difficult to attract new patrons. In the age of instant feedback, consumers aren't shy about voicing their disdain for businesses that regard customer appreciation as an alien concept. So, if you develop a reputation for rudeness and/or inconsideration, shaking that reputation is going to be an uphill climb.

A lack of customer appreciation will also make many patrons feel less personally invested in the success of your business. After all, if their patronage isn't appreciated, why should they choose your business over its competitors? Conversely, showing them appreciation at every available opportunity can help you foster genuine connections with your patrons, thus making them more likely to reward you with repeat business. Expressing gratitude to your patrons can also be conducive to positive word of mouth, which can play an integral role in growing your business.

There are numerous ways to go about expressing appreciation. For starters, you'll need to maintain a courteous attitude throughout every customer interaction and be very mindful of your word choice and overall tone. As any customer service expert can attest, a little bit of politeness can go a long way. If you're interested in providing repeat patrons with tangible rewards, consider implementing customer appreciation programs. Additionally, dependable CRM for small business can help you keep track of the types of rewards that are popular with your customer base.

Failure to Keep Customers in the Loop

In the age of information, it should come as no surprise that modern consumers like to stay informed about their favorite brands and businesses. Staying abreast of special offers and important developments within certain businesses helps consumers make informed choices and ensures that various brands remain on their radar. So, if your business makes no efforts to keep customers in the loop, you're only hurting yourself.

When it comes to keeping patrons informed, you'll find no shortage of ways to do so. Most notably, there's social media, which should be a priority for every small business in 2022. Creating accounts for your business on the web's most prominent social platforms and providing followers with daily updates can be a highly effective, low-stress way to keep your customer base informed.

Having a presence on social media also enables you to instantly connect with customers and personally address a wide assortment of questions and concerns. To reap the full rewards of social media, take care to respond to any questions and comments you receive from followers in a timely and thoughtful manner. If you lack the time or inclination to interact with followers or create engaging posts, consider welcoming a dedicated social media manager onto your team.

Failure to Acknowledge Shortcomings

No one enjoys dealing with people who refuse to acknowledge their own shortcomings. Maintaining relationships with people who can do no wrong can prove immensely frustrating and stressful, so it should come as no surprise that most consumers are less-than-amenable to supporting businesses that view themselves as infallible.

That being the case, you'll need to be mindful of the manner in which you respond to customer complaints and grievances. Instinctively going on the defensive and refusing to acknowledge any fault on the part of your business will drive customers away, severely limit repeat patronage and facilitate scathing online reviews.

Customer retention should be at the very top of every small business owner's list of priorities. Regular customers are key to long-term profitability, and treating customer retention as an afterthought is practically guaranteed to result in undesirable consequences. So, if your business's approach to customer service could stand to undergo some refinement, there's no time like the present to start implementing the necessary changes. Should any of the behaviors discussed above apply to your business, you'd do well to address them sooner rather than later.

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