Strategies to increase customer retention.

1. www.meramedicare.com

2. About Me
HARSH VERMA
B.Tech in Mining Machinery Engineering (3rd Year)
Indian School Of Mines, Dhanbad
+91-9162781584
verma.harsh036@gmail.com

3. Strategy To Increase Customer
Retention

4. •Customer retention is incredibly important for
growing a sustainable business.
•Customer retention is on the minds of small and
medium-sized businesses across the world. With
rising, businesses need to innovate and assume
a proactive role in retaining clients.

5. Extraordinary Customer Service
•The never-ending pursuit of excellence to keep customers so
satisfied that they tell others how well they were treated when doing
business with you. Moving the product or service you deliver into the
realm of the extraordinary by delivering higher than expected levels
of service to each and every customer. Key facets include:
dedication to customer satisfaction by every employee; providing
immediate response; no buck passing; going above and beyond the
call of duty; consistent on-time delivery; delivering what you promise
before AND after the sale; a zero-defects and error-free-delivery
process and recruiting outstanding people to deliver your customer
service. Extraordinary service builds fortunes in repeat customers,
whereas poor service will drive your customers to your competition.

6. Take Customer Advice (and Credit
Them for It)
•One great way to keep your customers loyal to your brand is to
constantly improve. Instead of just going by the numbers, or your
gut, try figuring out what your customers want next. Create a poll
with a few of the ideas you’ve been thinking about and send it out
via your blog, social media accounts, and email.
•ALWAYS leave room for your customers to make suggestions that
you didn’t list, and always offer some kind of incentive for
participating in the poll. Even if it’s just a chance to win something
small like a gift card or early access to the new feature, it will make a
huge difference in the number of people who actually participate.

7. Stand for something
•The quickest way to get customers to ignore
you is to not stand for anything. If you want loyal
customers, you need them to care about you ...
so do what YOU stand for?

8. Choose the right platform
•The best way to improve your online customer service efforts is to
utilize the channel your customers most prefer. Majority of people
still prefer and use email more than other services (including social
networking), you need to pick the channel that makes the most
sense for your business. Hosting companies know that online chats
are critical when their customers’ sites go down, but other
businesses may have customers who are just fine using email as
their primary method of contact.

9. Making It Easy to Reach You
When a customer wants to get help or ask you a
question, they’re already having a less-than-perfect
experience.
•Don’t make it any worse by forcing them to work to
figure out how to get in touch.
•Make it ridiculously easy to reach you, either by
prominently displaying instructions for getting in touch, or
with a support widget on every page that’ll let the
customer get help from anywhere.

10. Use product updates as a chance to
re-engage customers
•Whenever you release a new feature or update
some major aspect of your products or services,
use these changes as a chance to build
momentum and impress your customers.

11. Product or service integrity
•Long-term success and customer retention belongs to
those who do not take ethical shortcuts. There must
always be total consistency between what you say and
do and what your customers experience. The design,
build quality, reliability and serviceability of your product
or service must be of the standard your customers want,
need and expect. Service integrity is also demonstrated
by the way you handle the small things, as well as the
large. Customers will be attracted to you if you are open
and honest with them, care for them, take a genuine
interest in them, don’t let them down and practice what
you preach … and they will avoid you if you don’t.

12. Give Customers an Upgrade
•If some of your customers are actively and openly
engaging with your brand on a regular basis, they’re the
best possible people to give the full experience. If you
have a product line, send them something they haven’t
tried. If you have a premium service, give them the
upgrade for free. The actual cost to you is miniscule
compared with the impact those customers will have on
their friends, family, colleagues, and social followers.

13. Give Customers Something Your
Competitors Aren’t
We’re not talking discounts here. We’re
talking features, services, resources, or
whatever else your customers will place
some value on.
If you can’t do it with your product or
service, do it through your customer
service

14. Be More Convenient than Anyone
Else
•This includes auto-billing, automatic orders, refills, and
reminders. All of those little things make it easier for
users to enjoy what they’re paying for. As a rule of
thumb, your users/customers should spend the least
amount of time possible trying to use your product or
service, so they can spend the majority of their time
enjoying it.

15. Make Quality a Priority
•If you have the best product, and you keep making it
better, you’re going to have loyal customers. If you pair
that with any of the above strategies, you’ll be close to
unstoppable. People love to feel like they have the best
thing, no matter what that thing is, and they’ll do way
more than talk about it if they really feel like it’s the best.

16. REPLYING YOUR CUSTOMERS
•Always reply to your unsatisfied customer and make
them believe that they will be getting the proper services
next time.
•Make then fell that they are valued and this company
care for their opinion.

17. Display Your Achievements and
Customer Satisfactions
•On your website display the feedbacks of
your fully satisfied customers.
•Always greet your customers at regular
basis.

18. Recover Well
•No matter how hard you try, things will go
wrong. It’s a simple fact of life.
•But how well you recover from screwups —
whether they’re fault or not — often determines
whether or not that screwup costs you a
customer.

19. •Hear: let the customer tell their entire story without interruption. Sometimes,
we just want someone to listen.
•Empathize: Convey that you deeply understand how the customer feels.
Use phrases like “I’d be frustrated, too.”
•Apologize: As long as it’s sincere, you can’t apologize enough. Even if you
didn’t do whatever made them upset, you can still genuinely be apologetic
for the way your customer feels (e.g., I’m always sorry that a customer feels
upset).
•Resolve: Resolve the issue quickly, or make sure that your employees are
empowered to do so. Don’t be afraid to ask the customer: “what can I do to
make this right?”
•Diagnose: Get to the bottom of why the mistake occurred, without blaming
anyone; focus on fixing the process so that it doesn’t happen again.

20. IMPORTANT POINTS
•Keeping Customers Happy
•Reducing Customer Effort
•Delivering Excellent Customer Service

21. I am a self-motivated and hard-working student with consistent good
performance at different stages in school and college life as you can see
from resume. I believe that I will be a great asset to your fast-growing
team and my skill-set will be of great use to your cause. I look forward to
working with Mera Medicare.
Regards,
HARSH VERMA
Indian School of Mines, Dhanbad
+91-9162781584

22. Overall a Smart Choice
THANK YOU
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