Preventing Customer Churn – Insider Tips

As a business owner, your ultimate goal is to have your business succeed, and not end up with a lot of customer churn. That is not going to happen when your customer churn rate is high. Obviously, there is going to be some churn. It happens with every business. But, you need to learn how to keep it to a minimum. The following are some insider tips that will help you lower your churn rate and see your business grow.

Preventing Customer Churn – Insider Tips

First Impressions Count

Even though we are always told to never judge a book by its cover, we all do it. First impressions are important, especially when it comes to a customer’s view of a business. If they walk through the door and they are not impressed with your products and services, they are not likely to come back any time soon. You need to be able to find ways to wow customers, so they will want to come back over and over again. If they get a great first impression, they are going to be more likely to become long-term customers. If they don’t like what they see right away, they will look for other reasons to not come back. Add value to your customers’ first experiences, and they aren’t going to be as likely to churn.


Meet the Expectations of Your Customers


No matter what type of business it is, everyone has certain expectations when they are dealing with a business. Make sure that you not only meet those expectations, but that you exceed them to avoid customer churn. For instance, a sales person is likely going to be the first person that your customers meet. Make sure that your sales team knows your products and services inside and out, and can make promises they are able to deliver rather than promising the moon and not being able to give it. A good example is selling food. If the sales person says that it is the absolute best thing that the customers will ever taste, and then the customers aren’t impressed, they won’t be overly interested in trying other things because their expectations weren’t met. Instead, they should be told to try a certain item and then offer their opinion. This gives them a chance to be in charge, and they have no expectations from the outset.

Give them More Value for their Money


These are tough economic times, and people want to feel that they are getting value for the money they spend. Your products and/or services should have value, and that value should be the main selling point. Many companies try to get away with selling lower quality products, but these are the businesses that don’t last, because customers want to get their money’s worth for everything they buy. You don’t have to add new products or services. What you need to do is improve what you are already selling. For instance, if you are selling bicycles, add a free assembly service. This is going to add value to the bicycle because the customers won’t have to spend time putting it together themselves or spend money to have someone else put it together for them.

Get Ahead of the Competition


If your competition is offering something better than what you are offering, customers are going to go to the competition instead of buying from you. You want to bring them back to your business, and the way to do that is to always be one step ahead of your competition. Look at what they are doing, and find ways to do it even better. You want to be able to stand out and be noticed as the go-to for whatever products or services you are offering. Look for the things that make your business different from the others. If there are no significant differences, create them. One example would be to offer classes. Let’s say that you are selling computer software. You could go one step beyond what your competitors are doing by offering free classes in how to use that software. It is the little things like this that are going to give you an edge over the competition.

Stay in Touch with Your Customers

Sometimes, people do business with a company and they are happy with the service that they have received. But, they don’t need that service again for a while, and they tend to forget about the company. You need to keep your business fresh in the minds of your current customers. Set up an email list and a phone list. That way, you can send periodical messages out to them, letting them know that you appreciate their business and providing information about upcoming promotions. Or, send out a message to a particular customer to let them know that you are working overtime to take care of their request. It is that little bit extra that makes customers feel appreciated help you to avoid customer churn.

Be the Face of Your Business

Customers are going to be more trustful of a business when the owner is actually out there on the floor dealing with them. When you can get out there and engage with their customers, it is going to show them that you really want to do business with them. Rather than letting the rest of your team handle customer service, you need to be right in the thick of it. Let the customers get to know you, and make customer service your number one priority. This is going to keep the customers coming back, because they will know that you are a business owner who cares.

When all is said and done, at the end of the day customers will stay with you because they like your products and service. If they don’t like what you have to offer, they are going to move on to the next business. You want to keep them as customers, so do whatever it takes to improve your business in their eyes. Reach out to your customers, and show them that yours is a business that is working for them. This is going to help to lower your customer churn rate and ensure that your business is profitable.


Mark Silver is the Lead Author and Editor of SuccessFULL. SuccessFULL was created in order to be a spurce of news on the fascinating developing world of customer success. On SuccessFull, Mark shares his thoughts on customer success issues, with the hopes to foster a discussion and interaction with anyone interested. The goal of the blog is not to one-directionally publish information, but to create a full engagement between many voices, so that we can all learn from each other.