Many MSP sales strategies don’t do enough to go after repeat sales. But retaining customers is the best way to boost your long-term growth. The key is to develop mutually trusting relationships with your customers.
How do you create a customer experience that goes beyond satisfaction to loyalty?
Your success with increasing repeat customers relies on the customer experience you give them.
Design a Superior Customer Experience
To design the best customer experiences, think about every interaction you’ve had with them. This means from the first connection all the way through the customer journey to the final conversion and beyond.
Does the customer experience you offer have the following criteria?
- Differentiates you from your competitors
- Creates a positive impression in your customers’ minds
- Gives your customers shareable information
- Builds trust and confidence so they refer you to others
When you’re thinking about the experience you offer, think about if it’s the same experience you’d give to friends and family. If you can say “Yes!”, then keep doing it. If you do it well, your customers will want to remain loyal to you.
A big part of getting repeat MSP sales is providing them with the value they expected when they purchased your products and services. Do you know if you’re giving your customers the value they want?
One way to make sure is to get to know them. If you understand what they need, you can adapt to their wants. If you need to, make improvements that increase your value.
Ask your customers for feedback after they make the purchase and analyse the results. Also, after they use your services for a while, conduct a follow-up to see they’re still receiving what they expected.
Understand Your Strengths and Weaknesses
Once you understand your customers’ wants, identify your strengths and weaknesses. Read all the feedback you’ve received, and make adjustments.
Build on your strengths and work at eliminating your weaknesses. This shows your customers that you respect their suggestions and you’re willing to change to help them reach their goals.
Engage Your Customers
Social media is an effective way to engage your customers. By interacting with them, you strengthen relationships and build trust.
When your customers comment on social media, it gives them a chance to communicate with you directly. Try to answer their questions and comments quickly as if you were talking to a friend.
Make sure all your interactions are honest and helpful. Give them information that offers them the solutions they need.
Recognise Special Occasions
Everyone likes surprises and your customers are no different. Add a personal touch to the customer experience by remembering to send special offers on birthdays, holidays and other special occasions. You can set it up on your automated email system.
Your customers will be surprised at the personal message you’re sending. When you make them feel special, they’ll thank you with repeat business.
Wrap It All Together
When your MSP sales team strives to provide the ultimate customer experience, you won’t have to worry about retaining customers. They’ll come back for the value, trusting relationships and personalisation that you offer them.