An increase retention program is a strategic plan that companies develop and implement to increase retention, avoid attrition, increase productivity, foster employee engagement, and increase retention. The first step to develop an increase retention program is to provide honest feedback and recommendations to your staff. After the staff makes their comments, you should ask them to explain why they are leaving the company and what improvements could be made to retain them. You should also ask them to identify any challenges that they may have faced and how these issues are impacting customer retention.
After identifying problems, identify solutions. One of the most important elements to customer retention is customer service and you must work to improve customer experience and customer service quality. Following are some strategies you can use to improve customer service and customer retention:
Provide value. One of the most effective ways to increase retention is to provide a benefit for the employee. For example, if you provide on-the-job training, you will retain those employees who already know how to do the job. If you provide an award, you will retain those employees who are performing very well.
Communicate with employees. When you deliver personalized communications, such as e-cards or letters, you are more likely to retain those individuals. Personalized communications also allow you to make sure you communicate with the individuals in a way that increases retention.
Engage employees. There are several ways you can engage your employees in a customer retention strategy. Employees need to know their roles and understand the value of a positive customer retention strategy. Let them know what rewards are available for achieving customer satisfaction. Make sure they know there are resources available such as feedback cards and surveys to help them provide honest feedback.
Keep things consistent. Avoid changing your employee retention strategy when it does not seem to be working. It may take some time to determine if the current program is effective. Give the employees some time to figure out what works and what does not work. This is important because changing too often will confuse the customer and decrease their understanding of the program.
Use customer retention strategies to deliver value. Giving value will increase retention. The best way to increase retention is to provide value first. Then enhance the value by delivering personalized communications, providing on-the-job training, providing regular training and ensuring that the program is consistent with the company’s mission and practices. With a solid customer retention program, you will increase retention by building trust and credibility with your customers.
Use customer feedback and other strategies to improve the customer experience. Customers will appreciate the efforts you make to increase retention when you take time to listen to what they have to say. Also, when gathering feedback, consider what the customers want to see and hear. By listening carefully, you will be able to tailor your communications to those needs.
Measure your success against your goals. There are many ways to track customer retention and customer loyalty. One is to compare customer satisfaction to sales revenue, customer attrition and other performance metrics. Another measure to track success is to look at how well your existing customers are being served by your company. You can do these measures by asking your customers, tracking your direct customer relationships and measuring your return on investment.
Make sure you engage your employees in the design of retention strategies. Employees want to know what they’re doing well and what needs improvement. Ask your employees for feedback on customer experiences and use them to develop new product offerings or better ways to serve customers. They may also be able to provide you with insight into how to best reach your customer. When you engage your employees in the design of retention initiatives, you increase employee retention.
Develop an engaging customer journey. The customer journey is a continuous process of giving and receiving information from your customer until they have fully engaged with your product or service. Engaging your customer with a great customer experience builds a positive memory about your brand and engages customers in future purchases.
Finally, measure your success against your goals. To increase retention, you must continually improve your customer lifetime value. Your annual retention statistics should measure your overall customer satisfaction and provide a framework for measuring success against your goals. If a company consistently performs below your stated goal, it is time to evaluate management and your strategy to determine where you need to make changes to improve retention. Understanding your goals and measuring your success will increase retention and build a successful business.