While it’s common for a business to focus on attracting new customers, keeping strong connections with existing customers is just as important, or perhaps even more so. Returning customers keep your business sustained, and customer retention is a sure sign of their satisfaction in what you are offering.
There’s more to it than just putting up a ‘Thank you, come again!’ sign. Focus on keeping customers interested in your products and services for the long-term so they not only want to come back for more but spread the word to their network as well. Let’s look at 10 easy customer retention strategies you can implement right away.
1. Stay in touch
Just because you’ve successfully sold something to a customer, does not mean you’re done with that transaction. You need to continue to build on and sustain that relationship by keeping your business fresh in their mind at all times. Set up an active social media presence, communicate new offers and services through email, and ask them what they’re up to as well to keep it conversational.
2. Be addictive
There’s nothing like a customer who treats you as part of their routine. You need to entice them into adopting your product or service into a ‘habit’ that they will depend on. It can be as simple as becoming a part of their morning run to work or being the go-to store for last-minute gifts. They shouldn’t have to think twice about coming back to you.
3. Make it personal
Providing each customer with their own exclusive experience with your brand is key to ensuring that they come for more. 80% of customers are most inclined to make a purchase from a brand that personalizes their experience. Use their name, monitor their behavior so you can adapt what you are promoting to their needs, and show them items you know they’ll love.
4. Stay fresh and relevant
Stay up-to-date with all your industry happenings and news. Provide your customers with something trending before your competitor does, and find out what they’ve got their eyes set on for their next purchase. It’s important for brands today to be part of the conversation and provide authoritative knowledge to their customers. Clients will associate your business as a thought-leader and pioneer and come to you for advice.
5. Ask for feedback
Just ask them what they want and provide it. Conduct focus groups and send out surveys to learn how you are performing and what else you can do to meet customers’ expectations to ensure they come back. Ask for their opinions, pay attention to what they say, and implement it.
6. Do good deeds
Studies show that giving back to the community through corporate social responsibility (CSR) efforts can improve customer loyalty; your brand image can be enhanced when you are seen as a good influence and contributor to your society. Customers today expect the brands they follow to take a stand on issues they care about and back up their values with action.
7. Create a loyalty program
Customers are more likely to come back if they know they’ll get rewarded for doing so. Set up different tiers in your program that they can aspire to reach by coming back and spending more.
8. Focus on Customers service and experience
Research shows that improving the service and experience you provide for your customers increases their satisfaction and retention with your business. Respond promptly to all queries and offer solutions to any problems they are facing. They will remember how you dealt with them and come back for another positive experience.
9. Surprise them
Go above and beyond. Send them something special on their birthday, discount codes during peak season, and extra offers when they buy from you again.
10. Show your appreciation
In the end, it all comes down to showing your appreciation for their business by thanking them. Send ‘Thank you’ notes in their package or through email and make them feel special.
The secret to making sure your customers come back for more is no secret at all. Simply keep them happy. Find out what they want and deliver it. Bonus points if you provide a bit extra – they will notice and they will come back. Use a mix of these tips and your business will enjoy a steady stream of loyal patrons for many years to come.
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