5 Reasons Your Customers Aren’t Coming Back
The most important aspect of your business is your customers. Without your customers, you haven’t got a functioning business. Everything depends on you keeping your customers happy and attracting new custom. So, why aren’t your customers coming back for more? If you’re looking for the answer to this question, here are the five most common reasons.
Your Products Aren’t Good Enough
When a customer purchases a product, they immediately establish an expectation in their minds. This expectation is based on product images, descriptions or marketing. If the product arrives and it doesn’t live up to expectation, your customers will inevitably be disappointed. That disappointment will lead your customers to your competitors. When you want to avoid this situation, you need to under-promise and over-deliver. Happily surprising your customers with things they aren’t expecting is a good way to keep them happy.
Postage and Packaging
Your customer wants the product as quickly as possible, but they don’t want to pay extortionate prices. If you’re charging an arm and leg for delivery but your products aren’t always arriving on time, your business starts to look unreliable. You need to offer the best service by researching the best delivery methods and the cheapest prices. Being consistently reliable is more important than keeping the cost down. Customers will want value for money, but they’ll also be realistic.
Bad Customer Service
The truth is, most customers can deal with things going wrong with products. However, when they attempt to call a customer service line for help and they’re greeted by someone who can’t answer their questions and knows nothing about the product, that’s where the business will lose them. It’s easy to provide staff with adequate training or use an nps promoter score to keep customers happy. Knowing what the customers want and providing an excellent service when there’s a problem will keep the customer coming back.
There’s Nothing Left
You can’t expect a customer to return if there’s nothing to return for. If they’ve already bought a product their happy with and they come back to find nothing new or intriguing, they aren’t going to purchase again. It’s important to provide customers with choice. For example, if a customer loved the quality of a necklace they bought but there are only five styles available, you may want to expand your catalogue so there’s more to choose from in future.
A Competitor is Doing it Better
In business, there are always going to be competitors. The simple fact is, maybe you’re losing your customers because your competitors are offering something better. You have to do your research into what your competitor is offering and why it’s better for your customers. Perhaps the price is lower, perhaps the quality is better or there’s a bigger selection. You can get ahead of the game by sourcing new products and remaining as innovative as possible. Don’t just guess at why your customers are using a competitor- ask them.
If you’re customers aren’t coming back, something has to change.