Customer retention is defined as business’ ability to retain its buyers and prevent them from switching to the competition. It is used to measure customer satisfaction and loyalty, and ultimately help businesses increase revenue.
To improve customer retention, businesses have to make use of various tactics. Here are our top tips for customer retention.
Build trust
Trust is a huge factor in a purchase decision, especially when it comes to shopping online. Customers want to buy from the brands that they can trust.
You can start by offering transparency through clear communication such as customer services and reviews.
It takes time to build trust, however a relationship which is built on trust will go a long way.
Provide unique offers
A unique service could help you close a deal sometimes. Many customers crave value and convenience. Surprise them with a special deal, a unique service, or a first access to something important.
Remember, “The key is when a customer walks away, thinking ‘Wow, I love doing business with them, and I want to tell others about the experience.” said Shep Hyken, Customer Service and Experience Expert.
Leverage personalization
Personalized interaction between a brand and a customer can make a difference. It drives performance and affects purchase decisions.
Personalization is centered on the buyers. By fulfilling customers’ individual needs, businesses will reach higher customer outcomes. Each buyer is unique and hence requires a customized shopping experience.
However, you will need to prioritize data analytics and keep track with your customers’ activities.
Make your website customer-friendly
The simpler the shopping process, the better. The last thing you would want to do is to create a hindrance and take more of your clients’ time.
While you want your website to stand out, it’s also important that it’s straightforward so that the users don’t get lost.
Make sure the information is readable, call-to-action buttons are clear, the website is mobile-friendly and more importantly, listen to your users.
Use customer-management platforms
It can get complicated to manage a large number of consumers. Customer management platforms will help you take care of your database more effectively. Anything from sending out messages, suggesting promotions, and issuing payment reminders can be done automately.
This will increase productivity and save your business time to maintain a high standard of customer service.
Some popular CRM tools with available trial version are monday.com, Pipedrive, and Salesforce.
