The best businesses out there know that customer retention and customer engagement are extremely closely linked. Your customers want value, and they appreciate having options. Customer satisfaction can be delivered by your company, if you provide value consistently. Another key to increase the retention rate is to offer ongoing loyalty incentives. Loyalty can be very important in retaining high quality customers.
Surveys show that when customers feel they are being treated fairly, they stay longer in your store. They don’t leave in the expectation that they will be let go for something they did not do or did not like. This is called providing true customer service, and this is a great way to increase customer retention. Following up with a customer at the end of the sales process is a great way to show your customers that you care about them, that you value their business, and that you want them to return.
You may think that following up with a potential customer after a negative experience is not fair, but you must follow through with it. If you have done a good job creating a positive customer experience, you will have a higher retention rate among new customers than among those that experienced a negative experience. Keep track of your visits to stores, and visit them all during different seasons. Record how many new customers you have in stores during various times of the year.
As a small business owner, you are probably using social media to interact with current clients, prospective clients, or anyone else who may be interested in your products and services. Make sure that you are providing great customer service through your social media interactions. If you have questions, answer them. Answer questions about your products and services as soon as possible, even if someone has suggested that they post something on social media. The social media interaction can lead to future feedback for your business, which will help you improve your practices.
Your website should provide a great way for your clients to give feedback. One great way for people to give feedback is to post blogs on your website. Post a blog every week or so, with topics that address what your clients are asking about. This will allow you to hear directly from your customers and can help you make important changes before they become problems.
The same is true when it comes to retaining customers. Your website is another way for people to give feedback on your business. Use the blog to communicate with your current customers. Ask them for feedback, and make changes as necessary. The interaction between you and your customers is one of the best ways to retain them in your business. With this interactive process, you will be able to continue building on the relationship you have with your new customers.
If you are not taking advantage of forums or other online ways to engage customers, your chances of retaining them are very slim. Use these places to gain feedback on your company. The key to engaging customers is to understand their perspective. For example, if your website is about dog grooming, don’t ask your customers how much time they spend clipping coupons. Instead, tell them how much time they spend going through the coupons to find the best deals.
As you can see, there are many things you can do to reduce customer churn. While it’s impossible to make sure that everyone who becomes a customer stays for a long time, you can take steps to make sure that you engage honest with your valuable customers. With this, you will not only maintain high retention rates, but you will also increase customer satisfaction.