Most brands heavily rely on a marketing strategy to attract leads. While engaging ads and a strong online presence may attract new clients, this is not a guarantee that they will partner with you indefinitely. Given the vast number of choices in the market, they will not hesitate to look at other options if they end up disappointed with your services.
This is where the value of customer retention comes in. Instead of spending all your energy on lead acquisition, making an effort to keep your old customers happy is a more effective way to grow your business. To give you a better picture, studies show that acquiring a new customer is five times more expensive than retaining an old one.
Fortunately, there are things you can do to establish brand loyalty. This guide will discuss five effective ways to retain old clients—from providing excellent customer service to being open to feedback.
Amazing Customer Service
One key component in any top-notch customer experience strategy is outstanding customer service. Whether it is tracking an order or addressing an issue with a product, your customers will greatly appreciate your efforts that make their lives easier.
Replying late, providing vague solutions, or completely ignoring concerns will significantly lower the conversion opportunities you get. At the same time, dissatisfied customers can tarnish your image, so you will need to keep a proactive approach and solve bottlenecks instantly. If customer support is not one of your company’s core skills, you should consider seeking the services of an outsourcing agency.
Create a Personalized Customer Journey
Nowadays, there is no such thing as an average customer. Given that the market is more complex than ever, consumer standards have also started to evolve. This is why market research is so important since it allows you to segment your customers and build buyer personas.
Once you have a better picture of your ideal client characteristics, it will be much easier to personalize your approach. What are their needs? What are the problems they’re facing? From content creation to product development, answering these questions will enable you to improve their experience with your brand.
Have Real-Time Engagements
Thanks to digital channels, interacting with your consumers is easier than ever. Boosting customer engagement will let your audience see the human side of your brand, which can help you establish a stronger relationship with them. If you still do not have a page on Facebook or a company profile on Google, you are missing out on several opportunities to drive your business forward.
Something as simple as replying to messages or reacting to comments can go a long way. In case you want to take things up a notch, having a contest, running a giveaway, or hosting a live event are some ways you can keep your customers hooked.
Let Your Customers Provide Feedback
Reading feedback may be uncomfortable at times, but there is no denying that it provides value. To stay competitive in the market, you need to find ways to improve your products and services, and you can easily do this by gaining your clients’ insights.
Allowing your customers to share their thoughts will kill two birds with one stone. First, it will let you know which aspects of your business need improvement to give you several ideas on how to fix them. Second, your clients will have a sense of inclusion, letting them know that you value their experience. Sending out surveys, emails, and response forms will let you accomplish this with ease.
Reward Your Influencers
Who doesn’t love receiving freebies? Your customers are no exception, so if you have repeat clients you would love to show your appreciation to, the easiest way is to reward them. Whether it is a voucher for their next purchase or a simple shoutout on your social media page, meaningful gestures will help you establish a strong emotional connection.
Customers Should Be the Heart of Your Business
Building a loyal customer base should be one of your primary business goals. Having a genuine relationship with your audience ensures brand loyalty since it can improve their satisfaction levels, drive repeat purchases, and turn clients into advocates for your company. Do not take customer retention for granted and experience its benefits today.