Customer Retention Strategies

In the course of running a business, you have probably put a lot of time and thought into strategies for capturing new customers. You’ve thought about how to catch someone’s eye, how to word your website just right, how to present yourself in any client meetings.

That’s the easy bit.

No, it’s probably not what you want to hear; it’s not like it feels easy at the time. However, the first time a customer comes to you is just the beginning – you’ve now got to try and keep them.

Customer Retention

This can be easier said than done. Some customers will return to you of their own accord because they like your products or services, but others? Well, they might take a little more coaxing.

Run Promotions

One of the best ways to bring back old customers is to run promotions aimed specifically at them. If they haven’t purchased from you in a set period of time (around three months is ideal), then send an email offering them a discount. Not only will this remind them that your company exists, but it will also make them more likely to give you another chance if – for some reason – they weren’t totally happy the first time around.

Get Customer Service Right

Customers need to feel valued, and one of the keys to this is good communication. You can use the likes of Unified Communications to ensure that you never have to miss a call and brief employees on the importance of responding to emails promptly. If someone is looking to buy again but can’t get a quick answer to a question they have, they’re probably going to go elsewhere.

Ask For Feedback

The amount of customers that will complete a feedback form for no benefit but that of your company is negligible… but they will do it for a reward. Entry into a sweepstake doesn’t count; they’re going to want something concrete. A small 5% discount code on their next order should suffice; it’s a small price to pay for valuable feedback into what people are thinking about your business. It’s easy enough to create surveys online as well, with the likes of OpinionWorld doing much of the work for you.

Offer Loyalty Incentives

Running a loyalty scheme doesn’t need to be complicated. Many online checkout systems give you the opportunity to add a points-based system with a few clicks. Alternatively, if you have a smaller number of regular clients, you can offer anniversary incentives. If they have been working with you for a year, then a small bonus is in order to thank them for their continued custom. Making customers feel appreciated is always going to work in your favour.

Don’t Pester Them

A surefire way to turn a temporarily absent customer into a permanently absent one is to pester them for their business. Don’t send endless emails or text messages; keep it brief and to the point. It might be tempting to keep sending them for the sake of exposure, but eventually, it will just feel like nagging.

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