I can bet you are expecting some Sheldon Cooper level of expertise on the subject of keeping your customers right about now. Is it a science? Some kind of mystical theory only the highly trained marketing gurus know?

Happy Customer, Sleepy Customer, purr purr purr

Well, it’s simple just like Sheldon’s cute cat tune; making your customers feel special, like they are in a safe and warm place will make them happy. And happy customers are not as likely to leave. Your customer retention strategy should be focused on putting your clients and consumers at ease, by helping them solve problems and answer their questions about your products quickly.

Your support team should be easily accessible to assist with all sorts of inquiries. And on that note, you should equip your team with the proper tools and training so they can successfully fulfill their tasks.

But, Not All Customers purr

You could have predicted this one, but not all customers act the same when presented with a problem or a challenge. Your customer support is there to implement the retention strategy the best way they see fit when it comes to individual clients. You can have rules and automatization put in place to handle some of the concerns your customers raise, but there should also be a degree of individually crafted responses and solutions to your customers issues because not everyone responds the same.

Your active customers and users are the ones familiar with your products and services. They need occasional support and they are able to successfully solve their issues.

Inactive customers may be the ones who bought your products once or twice, just because you had some special offer or discount in place. Those customers will feel special if you offer them some additional value or discounts for future purchases, because that’s the most likely reason they will take action.

Then there are the angry ones. The ones who make interactions with your support team while they are irritated and rude. The key to successfully handle these kinds of customers is having a well trained customer support team who knows how to remain calm and guide the interaction in the problem solving direction.

Reaching the purring stage with ease

While there are lots of different customer types—more than we covered with this article—the point we would like to drive home is that with a well trained customer support team and a couple of tools, you can handle your customers’ issues with ease.

Simply by tracking your customers requests with a ticket system, like the one provided by tools like Xeno, you will make your team more productive and organised while completing their daily tasks. A quick resolution of issues is essential in reaching the purring stage. Complete the experience with a live chat while resolving the issues, to make sure your team is addressing the right problem with a proper remedy that works for that specific type of customer. That kind of customer service will ensure your customers feel special and valued. And of course, it will have them coming back for more.