Keeping Them Hooked: Customer Retention Strategies
Posted on 03/19/2012
In your marketing endeavors, so much time and energy is spent luring customers to your business. But all of your hard work in captivating customers is wasted if you can’t keep them after you’ve snagged them once. That’s why customer retention is a vital aspect of your company’s marketing strategy that can often be overlooked. Focus on some of these aspects of marketing to boost your customer retention numbers.
Customers like to know that if they choose your business, you’ll give them better service than another provider. That’s why you should consider a promotion for loyal customers. If they feel that you’ll be there for them in the long run, customers will be more likely to stick with you. Design a loyalty program for returning customers and get the word out there to entice them back. Referral programs are another nice option to have previous customers earn benefits while bringing in new business.
Leave Your Mark
A surefire way to keep customers coming back to you is to leave a lasting impression the first time they do business with you. Send a thank you and with it a satisfaction survey to see what customers liked or didn’t like about their experience, as well as what drew them to your business in the first place. This will enable you to know what areas need improvement and what areas in which the company flourishes. Analyze the results to better inform you of how to retain customers in the future.
Communication is Key
It is easy to forget about something if we don’t have reminders these days. Question your customers to find out what the best option would be to get in touch with them for future business. Then set up a plan so that you actually keep in touch with them. Whether it means a phone call, direct mail, email or even a text message campaign, your customers will be reminded of the service they received the first time and want to come back for more.
Make them Feel Wanted
Don’t be afraid to find out how you can get an edge over your competitors. Explore how other marketers are able to keep a hold on the customers they’ve gained. Figure out what you can do to make a better offer than your competitors. It doesn’t hurt to send customers discount coupons or small gifts to have them thinking of you for no reason other than you appreciated their business. It doesn’t matter if you give your customers something as small as a pen. They’ll use that pen with your name on it and be reminded of the business they did with you.
Advertise, Advertise, Advertise
Chances are you’ve already been asking customers what marketing materials have been bringing them to your company. If so, a simple solution to customer retention is to continue advertising for your company with the medium that has worked in the past. If customers found you the first time, they’ll be looking in the same places and continually be reminded of the great service your business has already provided them.