As businesses the world over continue to battle against the effects brought about by COVID-19, the focus of many business leaders has been trained on selling – after all, landing new clients is crucial at a time of economic uncertainty, when most industries have taken a significant hit.
However, despite the importance of bringing in new business, CEOs can’t take their eye off the ball when it comes to customer retention. Looking after existing clients ensures that your business’ bread and butter continues to keep the engine running, and can’t be taken for granted.
Luana Attard, business strategist and Head in Finance at multinational fintech company Truevo Payments has some wise words on the subject.
“Landing new clients is crucial but retention is what accelerates growth”, she shares in a social media post highlighting key ways to prioritise customer retention.
Ms Attard begins by advising a service-driven business model that “supports constant differentiation and puts customer’s priorities front and centre”, adding that establishing client-friendly systems such as those found at Apple stores can also play a part.
She goes on to highlight the importance of focusing on specifics, such as the tone you’d like your company to put across, as well as customer satisfaction, so as to really add value for your clients.
Finally, she writes, “move away from the constant pressure of making money, and focus on finding more ways to gratify your customers,” noting that with today’s technological advancements, it’s never been easier to connect with clients on a personal level.
“We are emotional beings, and will always remember how companies and people made us feel,” Ms Attard concludes.
Luana Attard / LinkedIn
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