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How do you ensure that customers don't go to the competition?

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Two different entrepreneurs share 
how they work on customer retention.

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Say, Puck. You offer subscriptions for 
renting sustainable children's clothing.

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How do you ensure customer satisfaction?

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I find personal contact very important 
to have with the customers.

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Because they often switch to 
a larger size, that contact is there.

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And that usually happens 
by email or via app.

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In doing so, I always try to 
include a handwritten card.

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And for a baby gift, I include wooden houses...

10
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with the name of the newborn child on it.

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It is a bit more work, but 
it is really well received.

12
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Super cool that you do that. 
Martijn, you deliver heat.

13
00:00:48,500 --> 00:00:51,200
How do you keep your customers satisfied?

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A satisfied customer is not enough. 
That is not a fan.

15
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So we have to exceed that expectation.

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It is up to the technicians, 
our good lads and lasses...

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to exceed that expectation.

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We do that in many different ways.

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Leave the workplace clean...

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come back a month later, 
check if everything is okay.

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And for 20 years, really be there 
for the people, without any hassle.

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That sounds good, and what is important 
in this form of customer retention?

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It is just incredibly important 
to really understand the target group.

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That you respond to a problem 
or a frustration of your target group.

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With this communication, you also 
really try to reach that target group.

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Especially in the beginning, 
I made a lot of time for that.

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I took the trouble to go along...

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and just have a conversation with 
those customers for an hour...

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and really learn to understand 
what they find important...

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and also find certain patterns in that.

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I did a lot of self-study,

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And I found out that I become very happy...

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when the people around me are happy.

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01:59,200
A happy employee also makes for happy fans.

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If someone is at the door 
who is enthusiastic...

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and who wants to solve it and who thinks 
along with the fans, that makes me very happy.

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So, fans are customers. 
Why are fans so important?

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A fan is someone who walks in 
at a birthday party...

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and starts talking about the company or 
about the work we have done of their own accord.

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A customer, you always have to ask.

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Okay. And Puck, do you have a tip?

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My tip would be: try to think out of the box.

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I find personal customer contact very important...

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so just like texting, I sometimes 
also go to customers to deliver a package.

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This is also a nice way...

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to keep in touch with the customers in person.

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Sometimes you get to see the little one, 
I always like that.

48
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And you still get input or feedback 
on your concept.

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That sounds very simple, 
but it is often neglected.

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If we drive around, and people get a good 
feeling when they see our buses...

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then we've already achieved
the big goal of our company.

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Curious about more possibilities for customer 
retention? Check kvk.nl/marketing