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9 Ways to Reduce Customer Churn

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  1. Ensure you have and updated database of your customers, so that you can have a conversation with them to enquire the reason they discontinued patronage.
  2. Actively Engage your Customers: Send them emails or messages about your products or relative information on issues that is related to your service or products. Always put your customers before your company.
  3. Emphasize on your Unique Selling Proposition; the value you bring that they can’t get from any other competitors, using IMC.
  4. Encourage feedbacks and pay attention to complains; ensure you go out of your way and act on them.
  5. Ensure your customers service is handled by professionals who has the vision of your business in mind.
  6. Ensure you constantly provide premium quality services and products.
  7. Ensure your pricing is competitive and attractive.
  8. If your market is seasonal, add a non-seasonal products or services that will make you keep customers.
  9. Ensure you are targeting the right people.
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Knowing Your USP

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Every business has a unique selling proposition. It’s important that you identify and leverage your USP to make it the cornerstone of your overall marketing strategy. Your USP is what makes your business different from competitors, It is that very reason which motivates a buyer to purchase that product. It’s what you bring to the table that no other business does, or even can. A strong USP is key to a successful marketing campaign.

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Using the AIDA Communication Model to Plan your Content

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The AIDA Model could be referred to as a communication model that helps you understand and plan how and when to communicate effectively with your target customers.

A: Awareness – Ensure that your social media contents create clear brand awareness that gives out detailed information about your products or services.

I: Interest – Let your contents generate enough interest to encourage potential customers to seek further details on the benefits of your products or services in meeting their needs.

D: Desire – Make sure your contents generate a strong desire for your products or services; a desire strong enough to move your potential customers from ‘liking’ to ‘wanting’ your products and services.

A: Action – Make sure you always add a clear call to action to your contents or posts. This will encourage the buyer to interact with your company. Such a call to action might be to make phone call, join your newsletter, engage in a live chat, or send you a dm.

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4 Important Social Media Metrics

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Evaluation of the listed social media metrics above in line with your business goals, will guide you to build your approach to social media management and analytics.

Thinking Strategy, and Exposure today! Think Univim Media Limited!

  1. ENGAGEMENT: This is the total number of user actions taken directly on your posts. Which of your contents generates more engagements? Pay more attention to such content and post more of it.
  2. IMPRESSION: This is the number of times your post was shown to your audience. Instagram analytics break down this data further by showing the impression that come from hashtags, from home or from profile. Good use of hashtags will help improve your post impressions.
  3. REACH: Reach measures the spread of a social media conversation. The number of individual user who saw your post. Sponsored activating ads can  help you reach more people.
  4. DISCOVERY: Instagram’s discovery feature allows users to find new and relevant contents from accounts they may not be currently following. Instagram insights will show the number of users reached through the feature to indicate who are not currently following you. Ensure that you add words and phrases that have been searched in line with your content and USP. 
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Understanding the Causes of Customer Churn

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Once you can identify why your customers are leaving, perhaps through the use of professionally structured feedback forms or follow up calls, it will be easy to prevent customers churn.

  1. Ineffective and Poor Customer Service: Research as proven that many customers discontinue patronage due to bad customer service.
  2. Lack of Value Satisfaction: A lot of customers tend to discontinue patronage when they no longer get the initial values they got when they first patronized your business.
  3. Wrong Pricing as Opposed to your Competitors’: Your competitors offer better pricing and your customers don’t see a need to pay more for your products/services.
  4. Lack of Up-to-date Products/Service Solutions to your Customers’ Needs: Your  product features might be outdated, which might not solve your customers’ needs.