TME Troubleshoots
Your biggest challenge
“Our customers aren’t loyal to our brand.”
What tme says
Customers move away from brands for a number of reasons:
Lower prices
Better perceived or actual value and quality
To take advantage of new features/innovation
Better alignment with their personal values or aspirations
Better customer service at another brand
Dissatisfaction with customer service at your brand
An easier purchasing process at another brand
A more rewarding loyalty program
They experience a change in needs
You’re targeting the wrong customer
The industry you operate in, the type of business you run and the customers you target will influence which combination of elements are contributing to your brand’s lack of stickiness.
To address this issue, you’ll first have to understand why your customers aren’t coming back.
Feedback, feedback, feedback.
Start with customer surveys, ask your internal team, and track interactions with your website and newsletters to see where people go and where their interest dwindles.
Communications and value proposition.
Are you speaking in a way that resonates with your customer? Are you communicating benefits as well as features? Check that your stance on your value prop matches the pain points of your customer profile.
Internal processes.
Are you consistent with your messaging and value proposition? How does the promised customer experience align with your actual processes? This applies to design and quality of your product or service as well.
The worst thing you can do is over-promise in the beginning and fall flat when you finally get the customers through the door! Start simple, over-deliver, then start introducing more benefits when you’re confident you can deliver.
