Lots of money, time and effort goes into acquiring customers, but not nearly enough goes into keeping them. After all, it’s said that it costs 5 times more to acquire a new customer than it takes to retain a current customer. In fact, customer retention can improve your bottom line as well. Take these 5 tips to enhance your business and make your clients’ feel that they are welcomed back.
1. Build relationships–
The best customer retention tactics enable you to form lasting relationships with consumers who will become loyal to your brand. They might even spread the word within their own circles of influence, which can turn them into brand ambassadors. So, with that in mind make sure you and your staff are making your loyal, repeat customers feel appreciated when they arrive, paid attention to while they're at your establishment, missed when they're gone, and welcomed back the next time. This action can also be can be used for both your loyal customers and for your new ones.
2. Give your customers a reason to return again-
Continue to improve your offerings and remember to share and express to existing customers what's new. If you really want customers to keep coming back to your website or location, you need to know why they’re customers in the first place. Since this is different for every industry, reach out to get feedback. Find out what your customers love and what they would like to see improve. Then do more of what they want and less of what they don’t. You’ll enhance their experience, and they will appreciate that you listened. For example, if your staff goes the extra mile, like remembering their birthday, send them a birthday card or email along with a special offer. These personal touches will help build and maintain your loyal customers.
3. Customer Service-
You can have the best product in the world, but if the person your customer interacts with is not engaging or even worse, downright unpleasant to deal with, you will drive people away. Person-to-person contact, unfortunately, can be the weakest point in most businesses. So, with that in mind, make sure you have qualified people on your team. Friendly, efficient and personalized service should be a standard.
4. Keep in touch-
Stay on your customers’ radar through occasional emails and reminders.Other opportunities to be on their radar can include being active on social media, sending clients a special incentive, and regular communication such as email newsletters. However, there is a fine line between keeping in touch and becoming a nuisance. Your communication should be meaningful and have a purpose. You also want to make it easy for customers to reach you.Don't send them through a lengthy chain of menu options before they are able to get a person on the line. Make a point of responding to social media comments, emails and voicemail messages promptly. Remember, it is about building relationships.