Offering that little bit extra can be an effective long-term investment

Satisfied clients/customers might continue their relationship with your company, but there is always the possibility that they may choose one of your competitors with a more favourable offering. Therefore, the best way to retain their business is to delight them, going beyond what they would expect.

O2 demonstrate this strategy by offering the Priority perk system to differentiate them within a crowded market. This gives customers exclusive rewards such as: early access to events at O2 venues, restaurant discounts, and free giveaways. This variety of perks provides value to a range of people with varying interests.

Understanding their clients was vital in establishing Priority; marketing research and consumer studies highlighted what kind of offers were most appealing. By adding this extra value to a contract, O2 transcend mobile communications and become a useful discount tool in other markets. This investment ensures higher retention rates, saving the potential spend required on marketing and onboarding new customers.

What could you offer to add value to your client relationships?