This year, customer retention and growth will matter more than ever. At CXology, we are passionate about helping leaders and teams do their best with what they have and increase their persuasiveness to secure investments in retention. Take a look at our interactive calculator, which presents four persuasive arguments for retention.
Here are a few key points to remember:
Building strong retention relies on trust, relevance, and enabling your customers to see the possibilities. CXology offers the following tips to help you get started.
1. Asking open-ended questions.
Asking open-ended questions at the beginning of a customer engagement lays the foundation for trust between you and your customer. These open-ended questions have been a valuable part of our recommended flow since 2015 after finding them online (I would love to cite the creator but have lost that in the past eight years).
Achieving these objectives will enable you to establish as much trust between you and your customer in one meeting. So what are those questions that can lead to an impactful beginning?
These questions have always uncovered things that I didn’t expect to learn and helped me deliver a better experience not just in onboarding but throughout a multiyear relationship.
Are these questions the secret sauce? Nah. But they fit perfectly into a strategic, post-sale customer journey. You can find many other suggestions with a simple Google search.
2. Consistently deliver First Value.
Delivering a moment of first value ensures your customer experiences value and that we have accomplished something together. For CXologists, the time to First Value marks the completion of a cycle. We have aligned, identified a goal, designed/implemented it, and equipped our customer, resulting in a moment of value. The moment of value could be a new capability, insight, compliance, etc.
There will and should be many points of value in pursuit of the outcome that spurred the purchase. Each cycle, we come out more aligned and have deeper trust.
Value cannot be a check in the box.
First, Value doesn’t have to be complicated. Asking open-ended questions will create a deeper understanding of what your customer wants to accomplish. In identifying
3. Fill in the Messy Middle with Sharing Insights.
Sharing Insights is the rudder on a ship. Getting your customer to do or appreciate the obvious can be frustrating when you feel you’re talking and the mic is off. It’s not uncommon for teams to have done all the right things to feel like they go unheard with key advice. However, from a customer perspective, we also don’t make it easy to tune into our message. It’s easy for us to fall into the trap of speaking our internal language to our customers and miss creating a connection to the message.
However, simple, easy-to-write emails can become prolific in your customer’s company.
A quality insight can:
We have a simple approach to sharing insights so your message doesn’t go unheard.
While these tips are essential, they are just the tip of the iceberg! Join CXology and our growing community to explore all the tips, tactics, and strategies that we have to offer.