Customer retention is way more important than customer acquisition and most of the business owners pay more attention on the second one instead of the first. However, some people say that it costs 5 times to find out new potential customers while retaining the old customers are easy and does not need that much effort.
In order to stay relevant and keep your best customers happy, its crucial to optimize sand update the strategies you have adopted for the customer retention process. Customer retention is a process that helps service providers turning one time buyers in to repeat customers.
However, the strategies of retaining customer vary from industry to industry. If you are selling software, then the strategies will be different from the e-commerce business owners. But, over all the idea is to provide a level of quality and service that will help them keeping the people and ensuring them to come back over again.
Its all about the experience you will offer to the customers on the time, they will shop or ask for service from your business. There are few proven techniques that can help you get the best ever strategies to let people come to you over and over again. Lets get to know about those techniques, which are important for retaining customers.
Set some realistic expectations for the customers
In order to set some long term goals, you will have to set some realistic expectations that can be made by the customers. Even this will leave a huge impact on your business’ ability of keeping customers. You can consider few things like shipping the item on the door.
Most of the e-commerce website owners have some set ups and they ship the product on the door of the customer along with the cash on delivery option. Customers are also able to replace the items that they have purchased before but after shipping, they do not like it or have any other issues with it.
These kind of advantages can make people stay with your business as they are having a good experience with you and they are satisfied from your service.
Create a loyalty program
Creating a customer loyalty program is a great way to increase customer retention. These programs generally reward the customers by giving them incentives. Customers can come back and shop with you because they have those incentives from the previous shopping they have made.
While the customers opt for the loyalty program you have, you get a chance of hooking them up with some offers. You can show them some new products or some great sale deals based on the seasonal products. This is a proven technique to make your customers feel special and they will come back to have such an experience over again.
There are some service providers who choose to offer people their discount code inside of the order confirmation mail. In such way, they feel lucky and they can get that discount on another purchasing from your store.
Keep promises and be attentive
You have to be loyal with your customers. Whatever you are promising them, you have to keep that promise on the exact time or situation. For instance, few companies are not in the market as they have done something mischievous with their customers. So, you have to keep an eye open on this and make your customers feel safe.
The time, you start keeping your promises, you are ensuring them to come back to your store for more. Be specific and keep your promises along with being attentive. You have to be attentive to every single query your customers have. You have to listen to their queries and solve them with diligence.
Being attentive and solving customers’ problems can help them building trust on your business and come back without thinking twice. Answer within a fixed timing every single query you receive from your customers and do that in a formal way. You can tell your customers that you reply to their any query within 24 hours and do the same.
Pay special attention to complains
It helps you bring improvement in your business and work culture. For that reason, you need to pay a special attention for every complain your customers have whether that is related to your product or service or the way you serve people. It will help you get a brief idea about the way to serve people.
No one wants to invest with someone who is not responsible and attentive to them. So, you need to be cautious and make sure you resolve the mistakes you were doing that made customers to complain. However, there are some dissatisfied people who will never appreciate your hard work and dedication and they should not be counted.
Social media activity
In this competitive market, every domain is trying to downgrade another to be on the limelight. So, in that case, you can make an effective social media appearance that will never let your customers forget about you. People are more on these social media platforms nowadays and you can stay connected with them from there too.
From these platforms, you will be able to solve any kind of queries they have or you can also let them know about the newly launched products of your company. This is cost effective and able to leave a super impact on the customers without spending much money or time on.
Target customers on social media
The time, you are on social media for posting advertisements about your newly launched products or the sale there is on your service, you can attract people too. It is a great way to make people choose you for their next shopping or service experience. You have to target potential customers and turn them toward your business.
Using email is a great way of maintaining official works. You are showing yourself to be professional and also at the same time, people take it in a good way. They will read the email with care and will also give some time to visit your website. So, you can add this option with your business techniques to retain customers while targeting new.