Customer retention is the most important issue for all companies. If you want your business always to be successful, you should pay a lot of attention to it. Customer loyalty is always the key to winning against all competitors. Paying attention to Customer retention can reduce costs because the cost of acquisition a new customer is five times higher than keeping an old customer.
In this post, we plan to fully explain the strategies that you can use them to improve loyalty and retention of customers.
Customers are the essential property of any companies
The most crucial goal of any business in today’s competitive world is to attract more customers and thus increase sales. Lead generation and turning them into real customers is one of the main concerns of any business. However, many companies that work well in attracting new customers will eventually fail. I must say that customers are the essential asset of all companies, and the company should not only focus on attracting new customers and should care about the old customer.
Customers may leave on the first steps they take to buy from your company. You have to check what has happened that issued them. Finding out the reason these customers are leaving, you will find the right solution before it’s too late. if fewer people are leaving, you can improve customer retention rate and increase customer loyalty and satisfaction.
Customer retention strategies
For improving customer retention, there are some strategies that you can use them.
1. Surprise customers
Provide valuable suggestions without telling your customers, exactly when they do not expect to give them small or discounted gifts. It is not necessary for these proposals to be costly. Even a handwritten appreciation note provides the customer with the feeling that’s worth to you.
2. Acting on promises
Never give customers unrealistic promises. Customers do not forget bad experiences and unfulfilled promises. If you have promised them that their custom product will arrive after 30 minutes, be sure to do it within 30 minutes or a little earlier. If you cannot, first apologize and then try to make up for it. A dissatisfied customer can make a lot of people pessimistic about you
3. Build trust
Successful businesses are based on honesty and trust. If a customer fails to trust your business, he will be attracted to your opponent. To build trust, you need to build stronger relationships with customers. Put your customers in the process of your work. They feel like this is part of your business, and therefore, they become part of your brand without anything.
4. Use CRM (Customer Relationship Management)
It is very time-consuming to monitor and maintain customers. You need to follow them to have stronger relationships with customers. For example, suppose you want to send emails twice a week to your customers. How do you do this without automation?
One of the best ways to maintain a customer is to use CRM software. With this tool, you can achieve the following goals:
- Facilitate customer tracking and monitoring process.
- Customize your messages based on items and interests of specific customers.
- Tracking the needs and demands of customers.
- Understanding customer consumption/purchase pattern.
- Collect customer data and their purchase history.
- Identify the profitable customers that make your business more valuable.
- Facilitate the personalization of interactions.
- Evaluate business performance through feedback.
With CRM, you can even attract new customers at a lower cost, without hurting your relationships with current customers.
5. Improve KPI (Key Performance Indicators)
This indicator is essential for assessing business success in achieving goals and helps maintain customer satisfaction. Through it, you can measure the strengths and weaknesses of your business. The three key performance indicators for attracting customers are as follows:
- Customer Response Time: The best time recommended for answering customers by experts is 10 to 20 minutes.
- Conversion Rate: This quantity is used to measure the customer’s relative response to email or call. For example, this indicator shows how many emails you send are opened by customers or how many of them are sold.
- Funnel Drop Rate: This indicator measures the number of new customer entrants, and the number of clients dropped out of your listing.
Check out each of the above indicators in your business. If they are unfavourable, try to improve them.
6. Use polls
Surveys are powerful tools for connecting with the customer. Customers are happy to respond to elections because they can express their opinions and feelings about your brand. Customer feedback helps you discover the strengths and weaknesses of your business. Fixing the gaps and improving your business’s strengths helps keep your customer safe. Upperly helps you to get feedback from customers and measure these reviews.
7. Create a calendar to remind you to connect with customers
Having an online calendar is required to record events, calls, emails, offers, and affairs for customers for every business. This calendar will increase the level of customer confidence in the brand. It also helps you communicate with customers on time. Companies that connect with their customers will have more profit at the end of the year.
8. Measuring the value of customer life span
The cost of customer lifetime value is one of the most important indicators that shows you the value of your customers over some time. You need to know what value each customer makes for your business. Some customers are always buying. Others encourage other people with their words than your brand. You must try to keep these customers together. The longer your lifetime customer value, the more your investment will be to keep your customer safe.
9. Check out customer complaints
Do not miss customers who criticize. These criticisms reveal what are the drawbacks in your products or services, what should be improved, and which ones should be removed. If you solve these complaints quickly, many of these customers will come back to you again.
10. Train your customers with an educational email
Show your customers how to use your products by sending e-newsletters and informative emails to your customers. Show the benefits of the product and behind the scenes in video or images. Use their personal experiences in pre-sales, sales, and after-sales services. By doing so, they will always be aware of your business changes. This is one of the best customer retention strategies.
11. Hold live events
Live events and webinars can be an effective way of keeping a customer. Through these events, you can increase the level of customer confidence and also, you will find more potential customers. If you have an offline business, you can have lectures, events, and live programs in your store. Creating a forum and launching a discussion on your website is one of the excellent strategies for customer retention, which leads to more active customers.
12. Personalization of relationships
One of the key ways to defeat your business rivals is to personalize your relationships with customers. Customization can be done at different levels and should not be limited to email only. All communication with the client can be customized. By doing this, you can increase customer loyalty.
13. Create a customer care department
Most successful businesses in their company or organization have a customer care department. The staff of this department should be trained and flexible and communicate warmly with the client. Have you created such a part in your business?