Every business would need to invest in strategies and sell its brand to new customers. These require a lot of costs compared to maintaining repeat and loyal customers by customer retention. While the former is a high priority, some businesses tend to overlook the latter’s importance. Once they sell to these repeat customers, they forget to maintain relationships, and eventually, you lose them.
Customer relationships are much like any other relationship you have; it takes effort and time to nurture, develop, and maintain. Closing one deal with them could mean they can do business with you for more years to come. Hence, it’s up to you to play the card right, so you can have an everlasting professional relationship together.
What you need is this guide to grow your business by using customer retention strategies:
1. Send SMS Or Voicemails Consistently
Keeping customers engaged is easy and cost-effective with a company voicemail and text marketing messages. Your customers can be notified of updates or offers by voicemail or text automation. You can utilize ringless voicemail and other high-tech software to automate sending voicemails and SMS.
This messaging software is very convenient and achieves high conversion rates. It may be simple, but this method can keep your brand front of mind every time a customer opens their inbox.
2. Communicate Regularly With Customers
Your team should communicate with your customers even if they don’t reach out to you with feedback. Tools like text blast can help you deal with this. This increases your marketing reach and reminds your customers once again about your brand.
Reach out and re-establish your relationship with customers who haven’t interacted with your brand in a while. There could be many reasons why they don’t reach out to you anymore, so reminding them and communicating with them regularly is essential. Using a customer engagement calendar will help you manage engagements and provide opportunities to upsell and cross-sell.
Listening to and connecting with your customers is crucial to any business. You can use different customer communication tools or software available for your business. The tool lets you know when your customers last contacted you and alert you when existing ones haven’t. This is the most convenient and effective way to monitor customer engagement.
3. Focus On Customer Service
While many businesses focus on enhancing their products, most businesses lose due to poor customer service. Therefore, this should be something that your business should focus more on. Increasing customer satisfaction online should be one of your strategies for your e-commerce business.
No matter what industry your business belongs to, the support of technological tools and systems can enhance your customer service strategies. The key is to provide an excellent customer experience so they will likely come back to your business more and more.
If you provide top-notch customer service, you’ll see not only higher retention rates but also higher profits. You’ll be surprised at how many customers will patronize your brand compared to your competitors simply because you provide way better customer service.
4. Be Open To Customer Feedback
Knowing how your customers feel is one of the keys to retaining them, which is why customer feedback is imperative in increasing customer retention. You can refine your approach and meet customers’ needs by knowing what they like and dislike.
If a company doesn’t listen to its customers, it loses a lot of opportunities. Inquiring about your consumers’ thoughts is always a smart move for any business. This is an effective way of letting them feel how you acknowledge their voice and that you value them as your clients.
Your focus shouldn’t just be on marketing your products and assuming they will work enough on your customers. Selling your products is as important as knowing how your customers think about these products. Customers can provide feedback in a variety of ways. Likewise, you can also encourage them to leave you feedback through different strategies.
In addition to gathering feedback, closing the loop with your customers may be equally important to your retention strategies. Send a personalized Thank you message to your customers and reply directly to their feedback to demonstrate that you’re listening and are using their feedback to improve your service. An effective way to gather feedback is to enclose a feedback link on your email, social media, or website. They can easily click on them to share their thoughts and opinions, and you can access them right away so you will be aware of how they feel and think.
5. Invest In Customer Rewards
While customer loyalty programs are no longer new marketing strategies, they’re actually one of the proven methods of growing a business through customer retention. It isn’t the end of the world if your profit margins are impacted. Chances are they’re going to be worth the investment and budget. Also, you don’t have to break the bank or set aside a large portion of money for customer rewards.
Rewards don’t necessarily have to come in cash and cut prices. Sometimes they can mean early access to sales, exclusive offerings, or receiving marketing collateral like mugs, shirts, and other freebies. You can use any idea that can work and encourage customer loyalty. Find out what works best for your rewards.
Loyalty programs can greatly increase profit margins. Therefore, your efforts and investment will surely pay off. By utilizing your loyalty program, you can better understand your most valuable customers. When you learn what makes them return, you can refine your messaging and target your campaigns more effectively.
6. Reach Out To Current Customers With New Offers
Another strategy to grow your existing customers is knowing what they want and offering them things they might need. You can better match your approach to individual customers if you know more about them. A customer relationship management software can help you track down your past transactions and allows you to store customer data too. This is helpful to decide what kind of offer is most appealing to them. Moreover, this also keeps your brand in their minds. The important thing in this tip is earning their interest and calling them to act. There are many ways to evoke this.
It is possible to give them a discount or add value to your product. If your customer list history shows you some customers who may have bought from you but haven’t bought recently anymore, you can go back to them and offer them something of value. Make them feel that you care about them by offering a special deal or a discount on a new product. The key is to take the first step in reaching out to them so they’ll feel more important and valued as your customer.
7. Implement Attractive Referral Programs
This next strategy is similar to word-of-mouth. What makes it different is that you give your existing customers some sort of reward so they can refer your business to others. If you give your customers something in return, they will always refer new customers to your business.
The key here is to use something to motivate them to spread your brand to whoever they talk to. These rewards could come in different forms, which don’t have to cost a lot. They may be able to redeem a coupon or discount immediately for some customers. Whatever reward you think of, they can be used to simply urge your current customers to advertise your brand to their own networks.
To determine what matters most to your customers so that they will refer you, you should do some research. Referrals are important for customer retention in two ways. First off, it gives customers the confidence that the referred customers will have a positive experience. In addition, it builds loyalty among existing customers since being asked for a recommendation feels like a privilege. Simply put, referral programs are an excellent marketing tool for any company.
8. Build Communities
Another customer retention strategy you can use is to build communities for your business. By finding out the most suitable platforms to use, like social media, you can increase the size of your brand community. The key is to choose the social media platform mostly used by your target customers. Your customers’ interests and preferences can easily be found through these platforms.
You don’t need to hire a marketing team to market your brand. Your happy customers will speak for you if you build communities around them. Business owners can use a similar concept in customer service to better serve their customers. The user community is a social network of customers. You’ll find other brands having their own communities too.
Providing new users with authentic and helpful advice when you incorporate user-generated content in these communities will be helpful to them. People in these communities can support each other and provide advice to one another. In turn, this also improves retention since it allows customers to resolve problems on their own and continue patronizing your brand.
Measuring the impact of your brand community is the next step. Take advantage of this knowledge to inspire other customers to take action. If you provide value to your customers, they’ll return even more value in the long run.
9. Don’t Lose Sight In Improving Products And Services
Simply because someone is already a customer doesn’t mean you can stop marketing to them. With such high competition and low loyalty in today’s market, staying top-of-mind is essential. You can improve this by also focusing on enhancing your products and services. After all, they want to get value for their money, and they expect the best when they purchase from your brand.
While the R&D team is more involved in this tip, it’s crucial to keep your products competitive in the market. When your competitors add some features to their products, you need to keep up with these strategies and establish your own features or similar ones too.
Another way to grow your business through customer retention is to continue building trust. Trust takes effort and time to build, so don’t assume that your loyal customers simply trust you when they keep buying from you. You will need to exert more effort in gaining their 100% trust.
Building trust takes time and effort and is not a one-size-fits-all approach. Trust can only be built by delivering value consistently, so your company should be reliable in delivering it. Many factors impact trust in your brand and company.
Depending on the personalities and characteristics of your customers, they may trust your brand based on your tenure, company history, customer reviews, and many other variables. The key is to stick to your vision as a company, work hard on your promise, and deliver products and services consistently.
11. Consider Personalization
People are at the center of personalization. And personalization is a current trend among businesses that almost all customers require or wish to have. By personalizing recommendations and services, customers look for the human side of your brand. Therefore, using chatbots and automation can be helpful, but there should still be human interaction and touch for these strategies to work.
You can begin by identifying your audience personas and communicating with them using their preferred channels. One-on-one interaction is something that customers value, as they appreciate the time and effort you take to deal with and interact with them.
Aside from personalization through communication, you can also add this to your products. For instance, you can simply write down their names in their ordered products. Or add a Thank You card to the packaging of your products. Whatever personalized added feature you can think of, this allows your customers to appreciate how you’ve gone above and beyond in doing business with them.
Given all the strategies you have at your disposal for customer retention, you can now apply these concepts to your physical store or e-commerce site. While not every marketing strategy will work for every business, they’ll buy from you every time if you keep your clients’ needs in mind. Companies with successful customer retention strategies are at the top of the industry. Now you can build a website that helps you acquire and retain customers.
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