Retaining customers can cost half as much as acquiring new ones. The biggest reason customers don’t remain loyal to a brand is because they feel like the company doesn’t care about them. Let’s explore some marketing tactics that have been proven to improve customer retention. Aside from offering a great and unique product or service and establishing a strong brand, rolling out your marketing tactics to improve customer retention is the most important thing you can do for your business.
Keep a Customer Database
Customer databases come in many forms—one of the most popular being the email marketing list. By offering an e-newsletter that customers can subscribe to, you can keep them informed of any important news or offers that relate to your business.
Another popular tactic is to keep track of the names associated with phone numbers of customers who call your business. For example, if you own a pizza shop, it’s smart to maintain a database of customer names, phone numbers, and orders. By doing so, the next time they call, you can use their name and make the transaction feel more personal.
However you choose to personalize the experience, making a customer feel like you remember them provides a sense of individual care and attention that is greatly appreciated. A personal touch like that could make the difference between which local business a customer chooses to frequent.
Offer Exclusive Benefits to Returning Customers
Once you’ve established a loyal customer base, keep your best customers happy by offering exclusive benefits. This could be anything from special discounts to free gifts. These benefits act as incentives for that customer to shop with you again.
Keeping your best customers happy is important because people who are already familiar with your product or service will likely have begun to trust your company. This means that they’re more likely to spend more money on bigger ticket items.
Rewarding your most profitable customers shows them that you’ve noticed their loyalty. This especially goes a long way if they’re not expecting anything.
Use Content Marketing
Content marketing is providing information to customers that is useful and valuable to them– not necessarily trying to sell something. By offering a blog that customers can follow, they can become more familiar with your industry, the things that set you apart from competitors, and ultimately become loyal fans that are invested in your brand and stand behind your product. You can then use social media and email newsletters to distribute your content.
Establish a Social Media Presence
Social media is a great way to show your brand’s personality. It’s also a useful way for customers to communicate with you and vice versa. Some of the most important communication that happens on social media is in the form of reviews.
- Learn from negative reviews—sometimes these also give you an opportunity to remedy the issue.
- Acknowledge positive reviews—let people know you care and appreciate the time they took to endorse your business.
If you’re writing blogs, use your social media channels to distribute that content. You can even host contests to broaden your social reach—essentially allowing your existing followers to promote you. There are so many benefits to maintaining a strong social media presence for your business.
Always Take Care of Your Customers
Don’t lose sight of the golden rule. The best strategy to improve customer retention is to provide a great product, thoughtful customer service, transparent business practices, and just be an overall source for good. By making your business as good as it can be, customers will be more likely to feel a real connection with your brand and, ultimately, keep coming back.
Keeping customers coming back is one of the most important parts of running a successful business. With so many options for customers to choose from, the more you can stand out as offering excellent customer service, the better.