It’s no secret at this point that, on average, it costs 4-6 times more to attract and convert a new customer than it does to keep an existing one. Considering these high costs, it is critical for web hosts to take conscious and calculated steps to develop loyal customers. Customers who not only stay longer, but who also tell lots of other people about your services.
Here are 3 easy ways to start and continue developing loyal customers:
1. Stay in touch: Your customers want to feel like you care about the health and success of their business, not just what’s in their wallet. It’s important for web hosting businesses to develop a schedule to keep in touch with customers. And not talking about automated robot emails. We’re talking about real, genuine, customer touch points. Let your customers know you care, that you want to learn more about their needs, and that you want to know how you can make your service even better for them.
2. Act with a sense of Urgency: If you’re in the web hosting business, you already know how important it is for fast service. When your customers are having issues with their hosting services, every minute is an eternity for them. You have to show your customers that you care as much, and even more, about the quality and reliability of their service than they do. Don’t walk; run to solve your customer’s problems.
3. Keep your promises: There is nothing worse than being told one thing, and then getting something less. Instead, under promise and over-deliver….ALWAYS. If you say you will follow-up on a request in 2 hours, follow-up in 1.5 hours. And if unexpected reasons emerge that will prohibit you from completing a task within the promised time, follow-up before that time lapses to reset expectations. This is last resort, of course, but it’s important to not leave your customers waiting.
These 3 tips form a solid foundation of which to build customer loyalty. Show them you care, act with urgency, and keep your promises. Put these to work in your web hosting business and start growing your loyal customers and referrals.
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