Regular customers want to leave - how to keep them and rebuild relationships?
Why are we losing customers? This is a question with no single answer. There can be several reasons why a regular customer wants to leave. Therefore, it is worth knowing the main reasons why the customer breaks off the relationship with our brand. Find out what to do to keep the recipient for longer and how to care for the already acquired customers.
Why does a regular customer want to leave?
The goal of almost every company is to get as many customers as possible. Often, however, after gaining a large group of loyal audiences, some of them begin to leave.
Find out about the 5 main reasons why regular customers give up our brand products or services:
In this case, we have no influence on it. These are situations when the customer changes, for example, the place of residence, and therefore is somehow forced to change the company that provides specific services or sells specific products only locally, without the possibility of ordering them online.
Price, Price and price again
This is another reason why regular customers give up our company. However, we are not talking about situations where the customer says it is "too expensive", but also about cases of misunderstanding by the user of the company's pricing policy. That is, if a customer registers first and takes advantage of a promotion for new customers, and then, according to the company's business model, starts paying a fixed price, often higher than the first promotional price, then many of them simply leave.
Price rivalry is unlikely to be recommended, as it may lead to a serious financial crisis, and then to the collapse of the company.
Encouraged by friends to take advantage of the competition's offer
The referral system, i.e. satisfied customers who often selflessly recommend a given company, is one of the best ways to promote. Hence, just as often, such brand ambassadors have more leverage than your marketing messages and are able to persuade your client to take advantage of the competitor's offer.
Another, more conscious activity is the company's recommendations signed by clients for a specific profit that they can achieve by persuading their friend to take advantage of your competitors' offer.
Dissatisfaction with the company's product or service
This is one of the reasons why regular customers leave, which we can counteract 100%. When a regular customer wants to leave because of dissatisfaction with the performance of a product or service, this should be a signal for us to thoroughly investigate the cause of disappointment.
Depending on the rank of the delivered product, the level of disappointment will vary. Different for the purchase of an ordinary food product and another for electronic equipment. However, here it is important to analyze and fix the cause of dissatisfaction after the complaint submitted by the customer that caused him to resign from being a regular user of the company.
The lack of appreciation on the part of the company
The customer is here - he has paid for the product or bought a package, so you do not have to strive for it anymore. The most common mistake companies make and one of the most popular reasons why regular customers leave.Once we manage to persuade the recipient to become a client of our company, it is worth taking care of lasting relationships and appreciating regular customers. We can do it in many ways - from loyalty programs in which our clients can collect points which are then exchanged for e.g. discount vouchers, free products, and after joining, for example, the company's club, such a client may first receive information about planned promotional campaigns, making him feel special.
Relationship as a starting point for retaining a regular customer
When building a relationship, remember that there is also a person on the other side who has his own needs, expectations, desires, passions and habits. Consequently, you should not treat your customers as the mass, the crowd that will buy everything. Today's consumer is focused on building a relationship with the brand, which, if he "appropriates" certain emotions of the consumer, may stay with him for a long time.