Keep Customers for Life With 6 Simple Retention Tips
by name and give a little love through coupons, special offers, sneak previews, and thank-you notes. You may even want to invite them to forums or ask for feedback — and then express appreciation for their opinions. No. 4: Be a problem-solver. Ask yourself, “What are the problems our current customers might be having?” For example, over 75% of customers believe it takes way too long to reach a live agent on the phone or online chat. If you refer a frustrated customer to an FAQ or email contact page, it’ll likely worsen the situation further. Don’t let sleeping dogs lie — fix problems right away to get a great result. No. 5: Respond quickly and take responsibility. What’s a reasonable email response time? Twenty-four hours, according to some surveys. Others reveal that consumers expect responses in as little as one hour. No matter what your customers’ expectations are, though, it’s important to take responsibility in order to maintain the relationship. Ultimately, your brand is only as good as its reputation — nobody wants to support a business with a poor reputation. No. 6: Know when it’s time for a graceful exit. Over 71% of consumers end their relationship with a business due to poor customer service. As we’ve mentioned, though, everyone has a slightly different understanding of what “good” customer service is. If a split is unavoidable, always say goodbye with grace and make sure the relationship ends on a positive note. It may even be enough to stave off a bad review. Focusing on retention is a common oversight by many business owners because it’s simply not as glamorous as attracting new customers. However, as retention has proven to be crucial for positive customer relationships and greater ROI, it just might be your company’s secret to glamorous, long-term success. Thanks for reading and stay positive out there!
Did you know that retaining an existing customer is nearly seven times less expensive than gaining a new one? Although opening the gate for new faces is always exciting, don’t forget about your current customers or else you’ll lose them. Retention strategies deserve their place in any effective, long-term marketing campaign. Here are six tactics for keeping your customers engaged and satisfied, all while not breaking the bank! No. 1: Stay in touch — encourage interaction! One of the most important things you can do is alert your customers to all your promotions, rewards, programs, product updates, and other content you think they’ll enjoy. However, simply texting “Hi” isn’t enough to organize your next coffee hangout with new or old friends. Share valuable information and past client success stories. As your company develops a larger following, consistent communication efforts will make a big difference to supporting your growth. Don’t expect every email blast to earn immediate sales, but expect it to earn a little more rapport and top-of-mind recognition for your customers. No. 2: Make the most of social media. It’s rare that people find all their needs by walking or driving around the community. That’s why social media marketing is all about developing a “local storefront” in your customer’s “neighborhood,” aka social media newsfeed. The average U.S. consumer uses social media for two hours and 19 minutes a day — are you making the most of that opportunity? Social media marketing can help you offer great customer service as well as monitor customer opinions, interests, and motivations in the market. No. 3: Don’t be afraid to get personal. Research shows that 70% of the buying experience is based upon how the customer feels they’re being treated. You’ve worked hard to earn buyers — keep them for life by consistently treating them well, individually whenever possible. To do this, try to customize offers to actual customer behavior (via analytics) rather than making predictions off general demographics or personal perceptions. Always recognize loyal customers
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