While an organization needs its customers in order to survive and make profits, the business world is like a revolving door. Customers that an organization might be serving today might leave if they are not happy but there is no denying that loyal customers are essential to the survival of any organization.
When an organization puts plenty of emphasis catering to new customers and forgets the old ones, this is a massive mistake. This article will look at a few reasons how an organization might lose its loyal customers.
#1. Treating Customers Differently
In the business world, it is customary for many organizations to offer new customers massive incentives or offers to attract them, however, this can make existing customers feel left out as they will see what new customers are being offered. If they see that they are getting the wrong end of the stick, they will be unhappy and will probably take their money elsewhere.
It is very important for an organization to be very careful with their offers or incentives if they want to attract new customers, because the last things an organization wants is to make their old customers feel alienated. While new customers might come to a business because of the incentives at the table, long-term customers remain because they are happy with what they get and retaining them should be equally as important as getting new customers.
#2. Customers Do NOT Get Good Offers for a Long Time
Customers that have been with an organization for a long period of time will know the majority of the things that are happening. They will have an idea of how often new products are released when new updates come out, and they even send the organization feedback in areas they feel improvements need to be made.
The one thing loyal customers want is to be heard, and if an organization doesn’t go out its way to WOW them, they will jump ship. There are a few ways to WOW loyal customers:
- Thank customers for their honest feedback on areas that need improving because the only thing they will want is to get the best service possible;
- Have an anniversary party for customers that have been with the organization the longest;
- Offer them gift vouchers or coupons to spend in store if possible as a ‘thank you’ for their custom;
- Honesty and transparency keep customers happy so they can see that the organization has nothing to hide;
- Send customers newsletters or notifications whenever a new product is about to be rolled out; this is a great way to earn their loyalty. This makes them feel valued and not left in limbo.
Let’s have a look at a company that offers academic help to students in trouble – CustomWritings.com. They always try to pulse their clients’ needs and make sure to the best option for them. Thus, they offer good discounts to long-term customers as well as provide the new one with beneficial offers. Moreover, one can always enjoy special offers if bring new clients, leave a review, etc.
#3. Forgetting Their Principles
Each and every business has important customers and products that have made them who they are. If an organization does research and collects data, they will be able to know what these important customers want and use it as a platform for their success.
These are the sort of customers that an organization needs to make sure they hold on to for a very long time while they attempt to get new ones in. Taking them for granted and not respecting them will make them look somewhere else for better products and services. This leaves an organization where they are struggling to keep their lights on.
#4. When Dealing with Issue Becomes a Painful Process
No organization out there is perfect and mistakes are bound to happen especially when it comes to those businesses in the customer service industry. Different organizations have different methods of dealing with customers problems. It is important for an organization to properly train its employees to handle customers problems with care because it is beneficial in the long run.
This lets them know that their concerns are being heard and the organization cares about putting things right and mistakes will not happen again or will not happen often though. Even if employees have to be trained for months, getting right when dealing with customers is so important in this competitive world we live in. When customer queries are not resolved properly or it is a painful process, it puts customers off dealing with that particular organization and will switch within a day to a competitor.
No one wants to cooperate with an organization that has an unqualified customer service team, and this is poor because it can dent the image of an organization. When customers get their queries resolved in the right manner, they are more than happy to stay and spend their money.
#5. Customer Lose Trust If Get the Same Quality for a Better Price
Customers can love an organization one minute and hate it the next. Customers will go to a competitor if the staff at the organization they associate with is rude to them, see too many errors or find a better deal. The price that an organization charges its customers is very important especially if they analyze the market looking for substitutes and find a product of the same quality at a better price. To stop this, an organization has to make sure that they provide the highest possible quality of work and charge reasonably.
All in all, people who are responsible for helping a business pay their bills and keep their lights on are their important or loyal customers. Offering them discounts, dealing with their queries the proper way, remembering what makes them successful, and treating all customers (new and old ones) well will go a long way in building trust.
Lauren Bradshaw is a professional creative writer with 15 years of experience in this field. She started the career running her personal blog then moved to academic writing, and now, she is a senior publishing editor at CustomWritings.