Losing customers? Here's why

Losing customers can be frustrating, especially if you've been working hard to put all your efforts into your marketing strategy.

But perhaps it feels like wasted efforts. Maybe you're losing customers and your conversions aren't budging. There might be a few simple reasons why, made right with simple fixes.

Returning, loyal customers are the gold mine of client retention.

Because actually, you might be losing customers to something far simpler than you think. It could just be a case of going back to square one and working on some basic marketing fundamentals.

Losing customers? It could be due to...

• Poor customer service
• Confusing pricing
• Your training isn't up to scratch
• Promising too much
• Response times are too slow
• Not being personal enough
• Ignoring customer feedback

Poor customer service

It's a bit of a given, but customers expect quick and helpful service. If you don't have a solid customer service in place, then it can be detrimental.

No one wants long waiting times or unhelpful responses. You want to treat your customers like VIPs, at all times. This means offering outstanding customer service that covers all bases.

Invest some energy into your customer service. Get some robust customer service systems in place which enables faster response times and better support through multiple channels. This could mean investing in a smoother CRM, or training your customer service team.

Confusing pricing

If you've expressed interest in a business before, and nurtured a good relationship with your clients only to find an unexpected mammoth price tag at the end, things can feel a bit deflating.

Don't tiptoe around the pricing part. Be up front about your prices, to avoid any nasty surprises. If there are any changes to your product pricing, tell your customers far enough in advance before it comes into effect to avoid any unexpected costs.

Your training isn't up to scratch

Your customer will probably be able to tell if they're not being given the correct information about how your product could help them specifically.

Keep your sales team clued up on how exactly your products could benefit your different types of buyer persona.

You're promising too much

If something seems too good to be true, that's because it probably is.

If your sales pitch is overpromising, then you're setting up your customer for disappointment. Sugarcoating or 'overmarketing' your product might attract interest, but they'll quickly lose interest.

Keeping things honest establishes a foundation of trust. Keep things simple and honest in your marketing and sales. If your customers trust your product is what it says on the tin, then they're more likely to part with their cash.

Of course, if your customers don't perceive value in what you offer compared to competitors, they're likely to switch. So hype up the value that your product gives them, but don't promise too many sunshines and rainbows.

Response times are too slow

When customers need help with a question or a query, they're expecting a quick answer. Putting your customer on hold for a long time, or long response times could leave to impatience.

The chances are, your customers are busy people. So having an 'on it' customer service team can keep your customers assured that you're available to answer their queries.

It could be something as simple as altering your CRM's notification settings to keep things on high alert. Keep your brand messaging consistent, and cover all contact touch points regularly to keep things consistent.

Resisting change

The world is moving at a million miles an hour, and AI is affecting most industries. AI is likely to affect your systems in some way, shape or form. If you've been doing things a certain way since day dot, then it might be time to implement some smarter tech.

Don't get left behind of other businesses who have already snapped up the latest technologies.

Stay adaptable and flexible, so you can mould your processes to the pace of today's world.

Not being personal enough

Being too generic in your experience makes customers feel undervalued and disconnected. All customers have unique pain points, and your product can fix different problems in different ways.

If your customers feel like just another number, then they won't feel appreciated enough to give you their business.

Personalisation is pivotal to your inbound strategy, so make it as individual as possible in order to nail your inbound journey with your specific customer.

Think birthday discounts, or sending out free 'thank-you' samples if they've surpassed a year-long subscription with you. Avoid 'Dear Customer' and keep using their name for all of your marketing material. The smallest touches can really go a long way.

Ignoring customer feedback

Not listening to feedback makes customers feel unheard and disrespected, leading to dissatisfaction. If your customer has a query or complaint, make them feel heard and genuinely try to fix it.

And if there's a regular pattern emerging from collected customer feedback, it might be a sign that you need to change things at their core.

Want help keeping your customers?

Want to improve your client retention and reduce customer churn? Perhaps you need a set of fresh eyes.

Luckily, Method are on hand to revamp your inbound marketing strategy. Schedule a chat with us today to find out how.