If your business is going to grow in a way that’s sustainable, you’ll need a secure base of customers who will keep coming back for more. It’s much easier to retain an existing customer than it is to win over a new one – which is why doing so is so important.
Let’s take a look at four great ways to drive up customer retention.
Personalise Customer Interactions
When customers perceive that they’re being personally addressed and empathised with, they might be more inclined to view the business in a positive light. What’s more, communications and offers that are tweaked to suit the preferences of a consumer are more likely to be well-received.
If you have a customer who has been looking at speaker systems, then providing them with emails relevant to the speakers your web store has in stock might be more likely to secure a sale than a more generalised one that isn’t relevant to the particular needs of the customer.
Implement a Customer Loyalty Programme
A customer loyalty program is an incredibly powerful way to drive up patronage. You might offer special discounts to people who hold a loyalty card, or allow them to build up loyalty points to spend on particular products. You can also make loyal customers feel special by offering them early access to particular products.
Ensure Reliable and Prompt Delivery Services
If you fail to deliver on your promises, then you’ll erode the confidence of your would-be buyers. The easiest way to do this is to promise that a given item will be on a given doorstep at a given time, and then fail to deliver that item.
Delivery is something that matters to a considerable number of consumers. Many of them might expect the option to pay a little extra for next-day, or even same-day delivery. This is particularly important if the goods you are selling might be used urgently. Batteries, drill bits, and screws might all be highly prized by tradespeople working in a time-sensitive environment.
Gather and Act on Customer Feedback
Perhaps the most powerful source of information when it comes to the wants and needs of your customers are the customers themselves. By being receptive to customer feedback, and rising to the challenge of customer complaints, you’ll demonstrate that your customers are valued. You’ll also be able to act on the recommendations given, and provide a superior service for the next customer.
