While attracting new clients may appear to be the most obvious goal for expanding your business, maintaining your existing customer base loyal and pleased is just as vital. Customers who are satisfied are more likely to return, and you can bet they’ll tell their friends about their favorite places to purchase and spend money.
If you’re wondering how you can do more to ensure client loyalty, you’ll find that there are a variety of ways to accomplish it. Consider these three suggestions for increasing client retention and satisfaction.
Keep in Touch
Never take a satisfied consumer for granted. Customers come and go, frequently leaving you with no explanation for their abrupt exit. You’ll want to keep in touch with your most important asset to protect them. Consider scheduling a regular customer call day where you call your customers to say “hi” and express your gratitude for their business.
Furthermore, remembering anniversaries or sending a simple thank-you letter will go a long way in demonstrating to your consumers that you respect their business. Your attempts to make people feel important are appreciated. And once you’ve achieved that level of client satisfaction, you’re unlikely to lose them.
Consider Updating Your Technology
You’ll gain beneficial marketing data by collecting customer feedback. Finding out what you’re doing right or wrong will help your business improve products and services. It’ll also prove to be a valuable tool for attracting new customers by gathering data that reveals your customers’ wants and needs. And one of the best tools for improving customer retention is by adding a customer retention management (CRM) platform.
A CRM is a software tool that companies use to manage interactions with their customers and gather and store customer information that can be used for marketing and sales. Implementing a CRM platform may be one of the most efficient tools you’ll need for meeting your customer satisfaction and retention goals. Look for a CRM partner that can handle the setup and technical maintenance that you need.
Here’s two ways customer feedback can help your business:
- Customer service: Customers who provide feedback about their experience helps a business improve their services and/or products.
- Quality assurance: Customer feedback offers insights on faulty products or poor service. The information gained can be a valuable tool in helping a business assess what’s working and what needs fixing.
Posting a feedback form or contact form on your website or app is an excellent way to collect customer feedback. Including feedback forms on your website allows customers to submit comments whenever they want.
Make the form easy to find and complete to ensure that this technique is hassle-free for your customers. Then, on all pages of your website or app, provide a call-to-action button that customers may use to take action.
Customers Should Be Rewarded
Recognize how your consumers have contributed to your success as a way to thank them. Plan a client appreciation day with light refreshments and freebies. You could even give out door prizes. Alternatively, honor a loyal customer by highlighting them on your social media pages, website, and in-store displays. Offering a referral incentive or reward for bringing in new clients is another common option.
Did you know that selling to a current customer has a five-fold higher success rate than selling to a new customer? True, and you should continue to sell your products and services to your current customer base. Indeed, your existing customer base will see you through the ups and downs of running a firm. Consider the aforementioned client retention strategies and recommendations and look forward to continued success.