Tips to Improve Customer Retention When Working Remotely

Business sales COVID-19

We all know that 2020 turned out to be completely different from what we expected. This year introduced a major shift in workplace conditions and priorities: remote work. It's important to know how to successfully transition to remote work. For people whose job is to get a sale from customers, this might be challenging because salespersons are used to engaging and doing the selling in person.



Because remote work is the new trend now, tools and technologies are being made available to the public to make working remotely easier than ever.

Learn these ways on how to retain customers even when selling remotely.


1. Reduce turnaround time on sales communications.

In the digital setting, lack of instant feedback can often lead to customers feeling dissatisfied because they were not able to find quick answers to problems they would have solved in-person. Quick responses are needed for sales queries and communications. You can set up mobile and desktop notifications for new messages from your customers. This will help you respond quickly.


2. Enable quick decision-making.

Sales leaders should make sure that the team can make decisions on behalf of the company without being bottlenecked. They should be quick to support queries or complaints and everything will be resolved. Make sure to have a seamless service that generates value for the company and your customers as well.




3. Under-promise and over-deliver.

Delighting your client is an integral part of the customer experience and it often dictates a customer’s life value. By doing the under-promise, over-deliver approach, it manages and exceeds customers’ expectations. This is also beneficial financially as it saves on costs and effort.


4. Direct customer delight towards reviews and references.

Once you managed to delight your customers, you can then enable them to contribute further towards your success. Have them review your products or services on different online platforms as it can generate more leads for you.

These reviews can be your opportunity for co-marketing activities, promotions, and deals that might increase the value of your relationship. Make it a goal for your business to have a robust online presence and an excellent reputation.


5. Offer flexible payments and plans.

A lot of businesses are being forced to close or even shut down their operations because of this pandemic. Everyone must be understanding and learn how to help each other out. 

Offer flexible payment plans for those customers who might now be able to pay it real-time. By making flexible payments available, it will not be hard for them to purchase your products and they will appreciate the business for making this available for them. Remember, retaining a customer at a lower revenue is often better and less costly than losing them.

These are very simple ways on how you can reach out to customers, regardless of the tools and processes in place. Always look for ways to your customer’s needs and priorities, and make it your goal to create and maintain a lasting relationship with them. Take good care of them and they will be loyal customers and would not have any reason to leave.



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Daniela Belevan

Written by Daniela Belevan

Daniela Belevan is the Marketing Director at DecoGraphic, managing and implementing inbound marketing strategies. When she’s not at Deco uploading blogs or optimizing client’s websites, you can find her lifting (or attempting to lift) heavy at CrossFit.


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