Customer churn is the biggest issue that you have to deal with. If you were ever asked what problem you would like to deal with instantly, you would probably say customer churn. This is because your ultimate goal is to bind them with your business, so they keep buying products from you over and over.
Well, as an entrepreneur, you must know how difficult it is to increase the customer retention ratio. If you want to whittle down the customer churn ratio, you cannot do it overnight, nor do you need to have a magic wand to do it.
Instead, you will have to be innovating about your product and the way you approach your customers to solve their grievances. However, it is not just your product that you improvise, and the attrition rate goes down.
It will happen only when if it is accountable for it. This is why it is recommended to identify the cause for the customer turnover ratio. There can be a couple of reasons ranging from your poor product to poor customer service. This blog discusses those issues.
Things to be addressed to reduce customer churn ratio
Here are some of the issues that you need to address immediately to reduce the customer attrition ratio.
- Your product does not fit the market well
You are not alone who is selling the same product. When competition increases, you need to put in the extra effort. Of course, you cannot change basic features, but you can set your product apart from your competitors. You should think of some ways how you can offer additional features in the same product.
To find the answer, you will have to put the step in your customers’ shoes. You should know what they are looking for, what kind of problems they are experiencing, and think about providing them with a better experience.
If your competitors’ can present a better product than you are, it will harm your reputation. Do not forget that people have alternatives and they can go anywhere to buy the product. This is up to you how you stop them from going to your competitors.
This is possible if you make your product better than your competitors. However, make sure that you will have to market additional features as well. Sometimes your product does not stand in the market because of poor marketing.
- User experience is poor
It is not just the product that increases the customer attrition rate. When it comes to user experience, it includes everything that users come across throughout the buying journey. From exploring your website to buying your product and placing an order to after-sale service, everything counts.
Likely, people are not happy with your services, and hence they decide not to buy your product and service down the line. Use analytical tools to check what is dissuading customers, what they do, where they go after landing your website, what they explore before placing an order, and the like.
These analytical tools can help you experience your buyers’ journey and improve it if you find flaws and loopholes. If you do not have enough money to invest in these tools, you should take out no guarantor loans. Make sure that you are able to pay off these loans in time.
- Your product fails to keep your words
Customers want to get the most bangs for their buck, and this is why they desperately expect that your product keeps all of the promises you made while marketing and promoting. It is likely that when your customers use your product, they come up with various bugs and other issues.
Some customers may complain about it right away, while others will just leave you and never buy your product. This kind of experience will make your users dissatisfied, and as a result, your customer churn rate will go up.
Before you promote your product, you should run it under the evaluation that it does not have any glitch, as is the case with software. If you are sure that people will unlike face any issues, you should start promoting your products and services.
However, it does not mean that you will sit back. You will have to ensure that your customers are facing no problems at all while using it. You can drop an email or call them to know if they are facing any issues with using your product, and if so, you should immediately resolve their concerns.
The takeaway
It is crucial to reduce the customer attrition rate to grow your business. You should identify the aspects and work on them. There can be various reasons for the high customer churn rate, but you need to identify the exact reason for it.
Analytics tools can help you identify your buyers’ journey. You will get an idea of what encourages them to try your product and what dissuades them.
With the help of these tools, you will be able to get a better idea of their buying journey and provide them with a better experience. If you follow the tips mentioned above, you will be able to reduce the customer churn rate.
Description: If your customer churn rate is high, you should follow the tips mentioned in the blog.
