How to Modernize Your Business without Losing Loyal Customers

Modernization Image (Pixabay)

Every business has to go through change. Not only does it give the company a new lease of life, but it helps it to modernize and stay up-to-date. Unfortunately, there’s always a significant portion of loyal customers who don’t want you to change. They are loyal to you because they like the way you do things, so any alterations are seen as a bad thing in their eyes. Here are a few ways to alleviate their concerns.

Slow Transition

When making the decision to modernize, you need to take things slowly. Focus on one area at a time, and make sure customers respond well to the changes you’ve made before upgrading further. The purpose of this is to reduce the possibility of your loyal customers feeling overwhelmed. Remember; they really like the way you currently run your business. You don’t have to go crazy.

Give Them Assistance

Let’s say you’ve introduced a brand new live-chat system to replace your previous phone lines. This is a massive change and one that will be met with a lot of resistance initially. There are a lot of customers who don’t feel comfortable with using the internet, so you need to help them. Give them in-store demonstrations and explain all the benefits that this new system will offer over the old one.

Accentuate the Positives

You have to realize that in many customers’ minds, change is a bad thing. If you can’t communicate the positivity of these changes effectively, you stand a chance of losing them. They’ll talk to others about how your store “isn’t as good as it used to be”, putting the company in danger. When introducing new additions, take as much time as necessary to explain the purpose and the positives that will result.

Don’t Ditch the Old Methods

There are some customers out there that have no intention of modernizing. Heck, they still live in houses that look like they’re out of the 70’s! No matter how much you accentuate those positives, these people won’t be willing to listen. The best way to keep them happy is to retain those old methods. Sure, upgrade your point of sale equipment, but don’t ditch any traditional payment methods in the process. Provide exclusive web offers, but don’t forget your in-store ones, too.

Listen To Feedback

A common mistake with the modernization process to believe that you’re in the right and customers must follow. Of course, if you’re getting largely positive feedback from the majority, that’s a different matter. However, if the changes aren’t working, you need to know why. It’s important to obtain feedback from your customers about those changes, and tailor them to suit their needs. Don’t worry if you don’t get it right the first time, but don’t leave it too late to adapt to their concerns.

Modernization of your business can include all sorts of things. The possibilities are almost endless, so before you get started, make sure you research thoroughly. You want to have an extensive plan in mind before making any decisions.

Author: Richard Casteel

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Richard is the chief author of this blog. He worked as a financial advisor in money market form last 10 yrs. His financial sense in Share trading and any other trading is just outstanding. He just shares his knowledge and experience through this blog. You can contact him directly though

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