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Time, money, and energy are put into successful branding, but what retention plan do you have in place for 2015?

Crush, crush, crush… an older lady is crushing candy on her counter. She is beyond thrilled to be playing the ever popular “Candy Crush” — but in her own way. As, who appears to be her grandson, tells her, “that’s not how it works.”

For those of you who are not aware, Candy Crush is a virtual game, most commonly played on a smart phone. The goal is to match up the like candies to get the highest score. Thanks to esurance we have this very humorous commercial which is an excellent example of successful branding.

We often spend lots of time and energy into planning out new ways to grab new customers, but what about the ones you already have? Successful branding will bring in new clients but what is your plan to make them stay? What is your company's customer retention plan for 2015?

Zendesk, a customer service company, tells us, “78% of loyal customers help spread the word about your brand, and 54% won’t even consider switching to a competitor.”

What makes a customer loyal

The three top reasons Zendesk gives us for customer loyalty are…

  1. Quality
  2. Customer Service
  3. Price

These aspects are important to your customers, so in turn, they should be important to you. When you sit down to write your retention plan for next year schedule time to focus on these three aspects with your team. These three areas are so important that we suggest dedicating a monthly team meeting to revisit each topic more in depth. Gathering feedback and supplying advice on how to improve in these areas are crucial for customer loyalty.

First Impressions Count

Your first impression sways 48% of your customers (Zendesk). Your first touch point with a customer is the loyalty make-or-break moment. Go out of your way for your customers, especially on their first contact. It is important to create a connection that is lasting. Once this connection is created your customer will be loyal, even through the hiccups and bumps along the way.

Create a referral program

Now that you are focusing in on making your first impressions count, and creating that lasting bond with your customer it is time to encourage them to tell others. Word of mouth is the oldest method in the book for spreading the word but it still is the most effective. Give your customers an incentive this coming year to tell others about just how much they love your company, product, and customer service.

For more tips about customer retention check out this infographic from Zendesk.

Zendesk Customer Retention Plan

Remember to set up monthly meetings with your entire team as a part of your customer retention plan. Listen to their questions and concerns, and follow through with what they tell you. You will learn more about your customers from those who deal with them on a daily basis. In 2015 don’t stress about creating a mesmerizing Candy Crush commercial, simply let your loyal customers do the mesmerizing for you.

 

 

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