- PPF Points
- 5,709
Well that would be spilling our secret sauce 
I can tell you right now that the number one rule you should be implementing into your business model TODAY to save your customers and also to have your customers rave and promote you is to:
Treat customers exactly how you’d want to be treated.
The typical question that is asked is, well what if the customer thinks price is too expensive? As a customer, you too would want to pay less - so how then can you treat a customer like yourself without lowering the cost?
I can tell you right now that the number one rule you should be implementing into your business model TODAY to save your customers and also to have your customers rave and promote you is to:
Treat customers exactly how you’d want to be treated.
The typical question that is asked is, well what if the customer thinks price is too expensive? As a customer, you too would want to pay less - so how then can you treat a customer like yourself without lowering the cost?
- Offer non-monetary incentives - this depends on the industry you’re in so it’s hard for me to tell you exactly what that looks like in your business. i.e. software - you can offer additional content to help the customer grow their business.
- Empathize - as fluffy and philosophical as this sounds, if you actually ACTIVELY listen to a customer about their complaints or anything they want to talk about, they will be happy. You can’t win them all because if you did, you would literally have 0% churn and I don’t know any company that has that stat on record.
- I would recommend having a dedicated customer success team split in two: 1) handles offense customer success. This team handles all active retention. 2) handles defense customer success - this team handles proactive customer retention. What that means is, they continuously follow up with the customers that haven’t complained - the ones that have been paying you.
