Great Retention Techniques after a Poor Delivery Experience

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In any business that deals with customers, it is unavoidable that poor experiences will happen from time to time. However, you should not look at these as apocalyptic events that will wipe your business from the face of the Earth. Getting bad reviews can also happen and it’s nothing to be afraid of. The only thing that you should actually do is work out how you will retain those users after they have a bad experience.

Sending gifts to customers

One of the most effective techniques to obtain a positive result is to send gifts to customers. It should be a surprise delivery as the impact will be more positive. Besides, here it is not necessary to have a big budget for it.

On the contrary, it can be a small gift item or simply a note thanking the customers. In this way, each of your customers will feel much more taken care of from that moment on.

Analyze the expectations of each customer

In all aspects of marketing, it is necessary to consider what the expectations of customers in general are. This makes it much easier to meet these wishes in advance. In this way, an

important empathy factor can be incorporated.

On the other hand, it is also about providing the right information to each of them. So, this means not guaranteeing results that cannot be achieved later. On the contrary, this can lead to bad results and a bad reputation.

Strengthening relationships of trust

One of the aspects that allow for the strengthening of economic and commercial relations is the trust between the two parties. That is why it is very important to strengthen this aspect with each of your clients.

To this end, data that are transparent and useful to customers must be used. This can increase the results directly and indirectly. A large number of customers recommend other people those brands that they can trust.

Incorporate automated processes

In any marketing project, it is necessary to monitor and control a large number of aspects related to customers. When this is done manually, mistakes can be made and it takes a lot of time. That is why automation processes with software can offer excellent results here.

This type of factor can also save a great deal of time. This is the time you can spend on other aspects of your business.

Analyze specific KPIs

In particular, the KPI indicator is mostly used to measure the efficiency of some aspects of the company. Therefore, those related to customer service can be of great help to improve retention in general.

In this sense, you will know what are the specific actions needed to strengthen customer relationships. There are even a lot of indicators that you can creatively mix to get better results.

Maya Geller, writer and editor at, says: “Even negative KPIs can tell you a lot about what you’re doing right. Of course, they are there to show you what you should and have to improve. Don’t consider them failures, but learning experiences”.

Consider collecting information from clients

In this case, it is a matter of using customer feedback and surveys. In this way, it will be much easier to know what customers expect in each case. At the same time, it is also possible  

to know other additional aspects such as the feelings that each brand arouses in them.

In this way, you will be able to listen to the negative and positive points of your company according to the customers. Logically, this is really useful information to make the necessary positive changes in your company.

Make a calendar

One of the most important procedures is to maintain regular contact with customers. Therefore, to carry out this procedure in an organized way, a calendar is the best option. In this calendar, you will be able to schedule all the activities that are necessary to strengthen the relationships with the clients.

It is even a set of important events in both the pre-sale and post-sale. In turn, this will allow you to create much more fluid and trusting relationships with your customers. Besides, there are also several digital tools that you can use to your advantage.

Don’t break promises

As we have mentioned, you mustn’t promise what you cannot deliver. This is one of the most destructive aspects when you cannot fulfill what she has assured. So, to reverse a bad situation, you will have to over-deliver on the promises you have made.

Even the vast majority of companies fail to meet the minimum expectations of customers. So, to avoid increasingly negative results, you must incorporate this aspect immediately. Even this situation can lead to a bad reputation for your brand.

The biggest asset is the client

One of the most useful indicators for any company is the customer’s lifetime value. In particular, this indicator can show you how much value each of your customers brings to the company. A lot of experts mention that it is the customer’s capital.

Even customers do not provide the same value over time. You may notice that some of them provide higher value, as they buy a product or hire a service repeatedly. So, the priority should be on protecting those most important customers.

Listen carefully to complaints

Finally, one of the mistakes of a large number of entrepreneurs is to hide or conceal customer complaints. If you do this, then you are making a serious mistake for your business. So, it is important to listen carefully to what all your customers’ complaints are. In other words, this is highly valuable information for you.

On the one hand, you will be able to detect more efficiently what the real expectations of the customers are. Here you will be able to know better what are the real changes you must make to obtain better results.

At the same time, it is important to consider that not all customers who have a bad experience with your brand end up complaining. On the contrary, some of them simply stop being part of your client portfolio, which is more serious.


Providing one or a few bad customer experiences is not the end of the world. Don’t take it as a failure automatically, but as a guideline on what you can improve so that it never happens again in the future. It’s better that it happens once and you learn from it, than if it happens to thousands of people while you scale. Remember: a poor delivery experience is not a catastrophe and can always be remedied.

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