50 sources for attracting and working with clients
Achieving customer loyalty is not an easy task, but you should always try. The report of the Harvard Business School states that an increase in customer retention by an average of 5% increases profits by 25-95%.
To the deep disappointment of many, in ordinary business articles they often write only about customer retention strategies and managing their outflow. You need more detailed materials. You have heard about the incredible achievements of projects such as Disney World, where customers return more than 70%. How to make people like your business so much?
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You will not find a simple answer, but this selection will help you take a small step forward. Here are collected materials on loyalty, outflow and retention of customers with a bias towards online business (in particular, SaaS and e-commerce).
Loyalty and customer satisfaction:
The art of managing customer loyalty is a beautifully designed overview of some of the most important recommendations and research results.
Customer loyalty: Marketing Guide - a book from the company BigDoor. Loyalty materials from Joanna Lord and Ashley Tate are among the most informative.
Buffer customer satisfaction articles are an unusual approach to working with customer loyalty. The Buffer team, known for its openness, publishes monthly materials on working with the client base.
Working with clients is more than a job - many companies attach little importance to customer retention, and this article by Jack Altman explains why this element is related to all areas of the company's business.
How to measure and increase customer loyalty - the article on creating a “framework for measuring loyalty” by Joanna Lord (former employee of Moz) is extremely informative and can help track the results of your work.
The price of "modest surprises" - [English. frugal wow] - more attention is paid to perfect actions than financial expenses. Modest companies note: good reputation can be built in the absence of a source of funding.
How to measure customer satisfaction - in this Qualtrics article, Professor Scott Smith explains how companies can track 4 different indicators (with examples of questions) of overall customer satisfaction.
General technical support for SaaS-business - you can not just take and delegate work with customers. Customer support by staff plays a crucial role in understanding needs.
A quick guide to effective mailing is a post from Chase Clemons, one of the most well-known help desk experts, with customer contact tips.
Support 37Signals advises to thank customers
remove unnecessary phrases and get rid of formalities
Creating loyalty programs to retain customers - a study of the "effect of progress", conducted by Professors Drez and Nunes.
Guidelines for the use of social. networks in working with clients - material from Courtney Sayter on sending messages to clients through social networks.
The use of social networks increases the number of
satisfied customers with good service
however, with insufficient maintenance
may increase the number of dissatisfied customers.
Customer satisfaction - complete nonsense - while the process of creating positive emotions can give good feedback, it does not affect the strategy for retaining customers in practice.
No need to lie that you have to do with this - why the pursuit of growth and an aggressive strategy can spoil the accumulated impressions of your customers.
In principle, everything is correct, even too correct - a sign of good support is the appropriate manner of communication that customers expect from you, and its effective use.
What is the basis of technical support techniques: 600,000 use-cases - examples and actual performance of Zapier support service.
About working with loyalty - the majority of customers do not want to “interact” with your business, they share the company's common values.
How to increase customer loyalty and not remain without a shirt - why is it more important to give technical advice and advice to the development of technical support staff than to set tight limits.
How to teach a technical support team to work for themselves - how to train technical support staff so that they can “feed themselves”.
Why your customer experience management strategy may fail — part of a unique user experience is finding something that he has never seen before. On borrowing strategies to manage customer experience.
Proven means of measuring user satisfaction - the material can serve as a basis for understanding such an important indicator as the consumer loyalty index [Eng. Net Promoter Score] and the definition of user attitudes to your product.
SaaS Business Customer Retention Guide - Lincoln Murphy blog. Each of the articles is quite informative, small in size and covers the most important aspects of customer retention.
Building relationships and retention
Guidelines for improving performance for SaaS business - a post from ForEnterpreneurs with a full analysis of key indicators with an emphasis on the topic of retention and churn of customers.
Analysis of building relationships with users - a step-by-step analysis of methods for building relationships with new users.
The best impression is how to implement those small elements that may surprise new users using the example of the Planscope startup.
Insidious plan to retain customers - in this article, Lincoln Murphy tells what companies are doing to retain their customers, while trying not to upset those who are already going to part with you.
10 ways to increase CLV - about working with your CLV [eng. Customer Lifetime Value is the “lifetime” customer value], how and why one should focus on increasing this indicator.
15 effective customer retention strategies - the results of 15 behavioral studies, supported by ideas to formulate strategies for using these results.
The movement of the SaaS model to total failure - to make the client happy is very difficult, but in this speech at the well-known Business of Software conference you will learn how to cope with it.
How to meet customer expectations - video from one of the founders of HubSpot on how to create a base of interested users.
Case increases in the number of feedbacks from customers by 785% - why it is so important to know the reasons for leaving the client to improve the quality of the product, even if it hurts your feelings.
The best ways to get feedback from customers - how KISSmetrics maintains feedback to your customers, and how you can do it.
How you need to interview your users - to know your customers - means to constantly communicate with them, and a well-designed survey allows you to do it at the level you need.
The effectiveness of the response letters - the idea of ​​"small pleasant surprises" [eng. giving little unexpected extras, GLUE]. Article written by one of the clients.
Give the client freedom of action - people need tools that will help them cope with everything on their own. Remember that good self-service needs a good design.
Training users with the help of video - about creating reference video content. This is quite an important aspect of self-service, and you need to master it.
How reference information improves user experience — well-written reference documentation can often improve user experience and help customers.
Work with customer churn
Determining the level of (real) customer churn - Shopify shares how to actually measure “turnover”, which is not taken into account in relation to <the number of customers who have left for a given period> / <the number of customers at the beginning of a given period>.
How to reduce customer churn - this article offers a look at how a strategy aimed at achieving customer goals affects overall satisfaction.
Outflow, retention and return of customers - why you should measure the "gradual turnover" and how you can return customers who no longer use your product.
15 ways to reduce customer churn - about the main reasons for churning customers (unjustified expectations, competition, etc.).
Why managing customer outflows is critical for SaaS business is the blog by David Skok from ForEntrepreneurs.
Guaranteed achievement of goals by customers - the team responsible for the success of the user maintains a longer and, ultimately, closer relationship with the client than the sales department.
Your main competitive advantage is Chris Hexton about measuring indicators that play an important role in your business.
6 methods to reduce customer churn - Michelle San on the six methods by which Buffer retained their users.
22 ways to reduce customer churn - this article (with a presentation) presents practical ways to help SaaS companies curb the dramatic increase in customer churn.
Retention, cohorts and visualization are a rather original approach to measuring retention indicators using complex graphs [Eng. cycle plots].
A design that works - 40-60% of users who have downloaded a trial version of your software or SaaS applications will use it once and never return. We solve this problem.
As a SaaS start-up reduced the outflow of customers by 71% - sometimes it is worthwhile to pay closer attention to their key indicators and, having slightly changed their newsletter, change the situation in their favor.
Talking with customers destroys your company - the headline is too sharp, but it reminds you that you may not listen to them very carefully when communicating with customers.
26 materials on working with clients - an analogue of the method of working with clients [English. customer development]. You do not need to learn anything else to start working with clients.
Our other selections:
Source: https://habr.com/ru/post/290630/
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