Quick Notes:

Topic: How To Get Repeating Customer?

With the competition getting tighter in the market, it is not easy to retain customer as there are so many similar products and services provided. Even readers on this platform itself, the authors will need to have some strategies to create traffic for their content. If not, it will be just an empty shell. The article I read was some strategies shared by China’s body fluid donation manager that successfully turn this new donation scheme into a well accepted and with repeating donors ‘business’.

First, as the product seller or service provider, we have to be clear what the customer actually want from us. Sometime, it may not be that direct as the case I read on the article. For a body fluid donor, the person wants to donate or sell their body fluid. However, doing that will have some psychology impact to them, especially in conservative Asian community, it is still a taboo to ‘sell’ your body parts to gain monetary return. Well, the management identified such mentality and provide the donors a private and well optioned environment to carry out the donation. So, rather than saying the customer wants to donate body fluid, it is actually a place where they can feel dignified to do so. On the other hand, like on Steemit, I personally do not think working out contents itself is sufficient to get us to the top that earns handsomely too. The readers actually seek more than the content itself (as most of the time, the content may not be unique). Readers stay if they find:

• the author has a leading figure in a certain field and gives deep insight
• author able to interact and create a ‘family’ through its account
• author has a good collection of certain topics that becomes a specialized topic library
• author offers fun experience like addictive games that let the readers have fun and earn at the same time

And more... the essence is that the consumer/customer/readers should gain something that they can’t find in other place so that they will stay with the account or channel. If not, it will be just another channel that writes.

Second, it is about the first impression. This is very true especially when we are dealing with new customer when they are giving a try on our service or product. To be honest, myself is not a forgiving customer too. If my first experience with something is not decent, there is no way I will try again and give it a chance (unless they rebrand it and I’m not sharp enough to notice). Thus, making sure that the first experience and impression is as perfect as possible will create a forgiving, loyal customer base as they know we can provide such good product or service but need more time to enhance the consistency in quality. Of course, this is not something that can be take for granted as every one has their own limit.

Third is about following up. This is very important in my line of career too which is consultancy services. We usually do not engage directly by providing services but to have a proposal made, quotation issued and negotiation to go through. After that, we need to make sure customer understands what value we are providing with the right price. Even that, we need to follow up closely and give the customer a certain deadline to agree and close deal. It should not be open ended as there may be change of mind and we will lose the business where we had spent time to work the confidence out of the customer. Therefore, following up and make sure the customer feeling comfortable and confident with us is important.

Lastly, delegation of power. This is something very interesting, whereby the more we hold on to us, the less effective we get. Putting out authority power and roles to the employees is challenging but rewarding if it is done right. Employers have to make sure that the employees will be hold responsible for the decision made and they know the consequences of making blunders. Not to say every mistakes are punishable but it is good to know each mistakes have a cost to the company. With that mindset, the employee can understand from the perspective of the company and make sure the task is carried out with minimal error. This will in turn create a good user experience for the customer whereby those on field can make instant decision to make sure the deal is close with the customer. No need for the bureaucracy where application has to go through multiple layers before anything can be done.

Well, what say you in getting repeating customer? What’s your strategy?

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