Layman SpeakObservations

Retain customers in a productive manner with this one idea

By May 5, 2015 September 27th, 2017 No Comments

Restful Labour Day!

In line with Labour Day, which celebrates productivity, if retaining customers in a productive manner is a challenge you are facing, please read on.

Productivity is also one of the elements for Labour Day message for this year.


Loosen shoe lace story

First, allow me to share a story.

A few days back, I was rushing to my destination while glancing at my mobile GPS for direction. The sun was scorching and waiting for the traffic lights in the midst of heavy traffic doesn’t make it any better.

Goodness, the frustration! Brings out the best complaining nature of a true Singaporean!

Sometimes the weather here does look like the business environment. Challenging, lots of start-stop, competition and more….

Then there are my shoes.

They were tied loosely for comfort, which now is more of a bane! Every step is a conscious effort to keep them on my feet.

“Tighten it!”

But I was rushing. A little loosen is fine. So I thought.

Finally, I was on an escalator; I took the opportunity to tighten both shoelaces. Now it’s snug, and I could just focus on my mobile compass and walk fast.

Perhaps the top 20% customers are like shoes. They give you the 80% sales that enable you to run your business securely. Loosen shoes can be like wavering customers, undependable, always making you look to make sure they are still there or else you got to look for a new pair.

I’m sure you already have some sort customer retention strategy in place. Maintenance service, yearly contract, Loyalty offers etc. For reference, here are some ideas from American Express. And another one from Inc.

Next, how do you keep track of your customer lifecycle or pre-customer sales cycle?

Do you gear them up with relevant, personalized info before suggesting them with better solutions? How can you remind them of your value, your quality service and product that attracted them to you in the beginning?

What if there’s a system that educates them with a targeted and specific message, and finally presents relevant offers, up-sell or cross-sell promptly?

Would you already have such a productive plan in mind? All without having you to manually keep track of the information process?

For me, this would be like a pair of snuggly fit pair of shoes that sticks to me, so I can focus more on walking running my business.

How would such a system help you in retaining your customers?

If you would like to find out more how we can help you with such a loose shoe challenge, just hit this link.

Kok Wai

Author Kok Wai

Kok Wai is a content producing marketer, media trainer at Kelvin Sng Productions, a dad of two and photography contributor to multiple magazines. A sponsor of B60 Charity Run 2017, Kok Wai's goal is to help busy and ambitious business owner focus on running their business even with their limited time and lack of marketing know-how. He especially loves kids, playing the guitar, and exploring with software. You'll find him pondering on the exhilaration of securing two more good clients on a retainer basis. Connect with him on Facebook (thePF)

More posts by Kok Wai

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