Repeat customers are the bread and butter of a successful business and without the same customers coming back time and again, most businesses wouldn’t be nearly as successful as they are. Achieving high customer retention takes a specific skill set, but it is something you can learn and it is something you can apply in almost any business environment. Customer loyalty not only ensures the sales keep coming, it also helps to draw in new customers as offering a great service to those who come back time and again makes them more likely to recommend you elsewhere.
Below we’ve got five ways you can boost your customer retention.
Monitor and Engage
You need to know who your ideal customer is. Once you've identified them you need to keep an eye on them and monitor their behaviours so you can apply the traits into identifying future prospects. This can be done technically by embedding applications such as Google Analytics on your website, which can track users online behaviour and by asking for their opinions. Showing that you are prepared to listen to your customers enhances your reputation and positions you as both approachable and customer-focused.
Keep Your Data in Check
Your customer information needs to be accurate. You should regularly audit and check your client information. You could have a platform which sends out an annual ‘confirm your details’ campaign or make it part of your processes to confirm information at an point of contact. Up-to-date customer information will save you time and money in the future as you'll be able to keep in regular contact which keeps them engaged and more likely to renew a contract and be more receptive to up or cross sell messages.
Be an Expert
Whether it’s on your website, through social media, or in person through networking events and exhibitions, you need to show your customers the added value your company offers. You need to prove you know what you’re talking about and have something to offer them beyond your products or services. Share relevant insight and knowledge about your industry or services that your customers and future prospects can benefit from.
Grow Your Network
Through email or regular postal marketing you can keep your customers up to date with your company and it also shows your interest in the part they play in it. Beyond this, you should look to provide further connections and support your customers in developing their own connections. Staying in contact regularly and working to connect them to others who may become useful or valuable for their business helps add value to your company and makes you more of an asset, keeping customers on board. You could use social media such as LinkedIn, direct email introductions or meetings in person via business networking events or business conferences.
Identify your USP and shout about it
To stand out in any marketplace you have to do something differently to everyone else. This is how you can keep your customers on board. Your USP needs to make you stand out and show exactly what you can do that your competitors can’t. With a strong USP your customers will see no reason to go anywhere else.
Keeping customers engaged and ensuring they don’t go elsewhere is one of the key strategies you need for business success, and with the above guidance you should be able to ensure your customers are yours for a long time to come