Fidelização de Clientes – Dicas para colocar em pratica hoje mesmo.

É claro que a fidelização de clientes é algo desejado pelas empresas, afinal, é mais fácil manter um cliente interno do que conquistar um novo.

Então para ajudar-lhe a montar estratégias que realmente funcionam para fidelização de seus clientes, nós antes vamos ressaltar que não é apenas por questões de manter o lucro sempre ativo. A Fidelização é um ato de manter os seus investimentos empresariais ativos e a todo vapor.

Investimento esses como:

  • Os que você realiza em marketing; (O cliente chega até você através do marketing mas um desinteresse em atende-lo o afasta.)
  • Os que você realiza para a captação de um Lead; (Você consegue os dados mas não os nutri.)
  • Treinamento e contratação de funcionários; ( Altas e baixas na procura fazem o seu mercado oscilar e não existe controle na quantidade de equipe necessária)

O primeiro ponto a ser observado são o fluxo de seus clientes. Normalmente os clientes não deixam de comprar ou de usufruir de algum serviço simplesmente por deixar. As pessoas são levadas a tomarem esse tipo de atitude. E para identificar esses sintomas é preciso estar atento a alguns comportamentos e ações do seu cliente e dentro de sua própria empresa.

5 táticas para você fidelizar seus clientes

1 – Saiba quem é seu cliente.

Conhecer e saber conversar com o seu cliente é essencial para que sua empresa e ele se deem bem. Portanto, faça pesquisas internas, questione, observe os padrões de como o seu cliente utiliza o seu produto o serviço e identifique os que utilizam de forma diferente. Esses podem ser gatilhos importantes para identificar erros cruciais para seu negócio.

Talvez o seu cliente está sendo um “mal cliente” por usar o seu produto errado, mas na verdade você que está sendo um “mal fornecedor” por nem mesmo ensina-lo a maneira certa de usar.

Para um melhor engajamento do cliente com a sua marca é interessante analisar um ponto de interesse e entender a motivação certa que o cliente necessita para que ele consuma seus produtos ou serviços com maior assiduidade, além de preparar um território para clientes mais fieis e felizes.

Algumas formas de comunicação como: “meu produto é bom”, “produto de qualidade”, “produto de baixo custo”, podem perder a eficácia com maior rapidez, fazendo com que o cliente tenha uma real perda de interesse. Contornar uma perda de interesse não é algo fácil e pode te demandar de muita energia e disposição apenas para captar um cliente que antes era seu consumidor.

A melhor forma de evitar com que essa perda de interesse ocorra é conhecer o seu cliente, e propor de forma periódica inovações. Essas inovações pode ser na forma de apresentar o produto (em caso de Gôndolas de produtos), pode ser na forma de apresentar seus serviços (um relatório mais diferenciado e de fácil compreensão, ou um projeto impresso em vez de apenas enviado por e-mail).

2 – Conquiste corações já conquistados.

Certa vez uma empresa de treinamentos, resolveu personalizar suas mensagens enviadas aos clientes com dicas específicas e personalizadas para cada perfil de cliente separadamente. Além de aumentar o engajamento dos clientes, e fazerem com que o índice de “descadastramento” para recebimento de mensagens de marketing diminuísse drasticamente, os clientes passaram a ficarem mais próximos da marca, e desejarem receber seus conteúdos.

A estratégia da empresa acima não é nenhum milagre ou algo que demanda de muita energia, apenas estudos. A ideia de seguir a mesma comunicação voltada para todo e qualquer cliente é obsoleta e ineficaz. Falar com o cliente exatamente o que ele quer saber e ouvir é o que guiará as empresas para um futuro com maior conectividade e maior importância na vida de seus clientes.

Coloque estratégias personalizadas no dia a dia empresarial e sentirá grandes mudanças de personalidades da empresa tanto internamente, quanto externamente. Se você já utiliza a formalidade para conversar com o seu cliente, tente encaixar palavras de maior cordialidade e gentileza. No caso de conversas com contatos visuais, ofereça ao cliente maior disposição em ajuda-lo e mais atenção ao real problema apresentado.

3 – Você está atraindo o seu público certo?

Muitas vezes donos do próprio negócio, impõem que desejam falar de um determinado jeito com o seu cliente. Mas infelizmente não é só nosso gosto que prevalece. É necessário que se compreenda como o seu público conversa e quais os gatilhos que você pode utilizar com eles para conseguir com que eles sejam atraídos.

Outro ponto também é entender e estar ciente do valor que possui o seu produto ou serviço, para o cliente. O cliente não é movido apenas pelo preço do produto, mas por tudo que o que está oferecendo a ele. Assim o benefício da compra pode ser muito mais do que adquirir um bem ou possuir um serviço, mas ele pode envolver o possível reconhecimento por status diante de uma sociedade ou valores sentimentais que o atraem para uma zona de conforto ou de felicidade.

A grande sacada é avaliar o comportamento do seu consumidor atual. Conheça seus hábitos, seu estilo, suas preferências, os locais que frequentam, e tente descobrir quais sentimentos o movem até o seu negócio.

Sentimentos de consumo, são estudados frequentemente pela psicologia, afim de entender melhor o inconsciente e como funciona os mecanismos que trabalham movendo o emocional e levando ao consumo consciente ou inconsciente. O que pode ser problemas para consumidores compulsivos podem ser o gatilho perfeito para descobrir os pontos mais importantes de sua marca que fomentam o seu consumo. Esteja sempre atento a esses detalhes.

4 – Tenha noção! Entenda a hora de ajudar ou vender e a hora de parar.

Quando um cliente pergunta sobre descontos, é porque ele tem uma possibilidade grande de adquirir seus produtos ou serviços. Algo o atraiu e existe no mínimo uma boa possibilidade de compra. Responda então com total vontade de vender, mesmo que a pergunta não seja completa, seja proativo e forneça todas as opções possíveis e se possível pergunte o que o cliente gostou e o que ele procura.

Mas, por mais que suas intenções sejam boas, tenha noção e saiba a hora de parar. Clientes podem se apaixonar pelo atendimento oferecido pela empresa, ou pelo produto em destaque, ou pelo serviço dos sonhos, mas até mesmo os mais seguros de sí, precisam de espaço para pensar e analisar. Portanto não seja inconveniente.

Se a forma de lidar com seu cliente, está sendo proativo e educado, tenha cuidado para não ser indelicado e muito insistente. O atendimento cordial gira com base na sua vontade de ajudar o cliente, mas com respeito e sem a “fome de venda insaciável”.

O mesmo acontece em relação a personalização de mensagens, listadas acima. Mapear os momentos certos de envia-las é o ideal para que a estratégia funcione de forma eficaz. Exagero de mensagens atrapalham a vida do cliente, e pode gerar um excesso de conteúdo impossível de acompanhar e desgastante para ser trabalhado. Tenha foco apenas no que é realmente importante para o seu cliente.

5 – Deixe ir

Felizmente, quando algumas coisas tendem a dar errado, o problema pode não ser você, mas o seu cliente. Se todas as estratégias acima não estão funcionando, retome a releitura de como é o seu cliente ideal. Construa novas personas e re-inicie seus métodos com maior foco e mais bem mapeado estrategicamente.

Por outro lado, existem clientes que realmente tem um perfil mais “sanguessuga” e com o jeitinho de sempre querer mais encontra formas de fazer com que sua empresa ofereça a ele mais do que o combinado pelo mesmo preço a ser pago. Oferecer mimos ao cliente nunca foi algo ruim, mas quanto estes mimos se tornam mais frequentes é bom estar atento ao que está oferecendo e quanto sua empresa está gastando para manter esses mimos.

Saber como está seu caixa, e quanto vale seus serviços é crucial para que se faça uma análise de ganhos e perdas. Quando se trata de empresas com fins lucrativos, dar mais do que receber nunca será um bom negócio.

Filipe Detrey

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