Customer retention is at the core of every business today. As customer acquisition continues to increase, companies have been forced to get more creative to retain customers and keep sales high. In one of the studies conducted by the US Small Business Administration and the US Chamber of Commerce, it was found that acquiring new customers costs up to five times compared to retaining existing ones. In this post, we bring you the five most effective strategies to increase customer retention with digital marketing.
Start by setting customer expectations
When you start working on any marketing effort, the first retention effort should be setting customer expectations. Expectations help you clarify the vision and allow a business to structure its operations around Key Performance Indicators (KPIs). When you set expectations very high and deliver more than customers anticipate, they will be happy and keep coming back for more.
Customer expectations must be drawn in line with their needs. This means you need to start with extensive market research to determine what they need and how to deliver it. Also remember to set the deadlines for evaluating the KPIs. Also, don’t hesitate to implement changes to make expectations more realistic.
Be an expert in your niche
If you position yourself as an expert in the niche, clients will always come for advice. They will come back to read your content and become part of the business community. As an expert, your word is taken seriously. The recommendations made on their platforms are rich in content and guarantee users the greatest value. To become an expert in a field, you need the following;
(I) Conduct thorough and regular research on the target market.
(ii) Make sure you run a blog to educate and guide customers
(iii) Generate regular and high-quality content about the niche.
(iv) Consider running a monthly email marketing program
Create extraordinary customer service
The customer support you install in the business will define how satisfied your target customers are. When customers are treated well, they want to keep coming back to you for more services and products. Good customer service is considered part of the added value of products or services.
The main components of excellent customer service include a commitment to the customer at all levels of interaction. This can be extended to include the perfection of services and products. Consider it as part of the company culture. The main components of high value for the client include;
(I) Immediate response to customer inquiries about a product
(ii) Maintain a full-time social media presence and regularly interact with target customers
(iii) Offer solutions to customer problems at different levels using content and blog.
(iv) Tracking customers who have purchased email marketing products and mobile apps
Implement special offer programs for your customers
When customers come and buy from you, letting them simply walk away means massive loss of business. You lose the profit that could have come from repeat purchases and referrals. By implementing a special loyalty program, your customers will find a reason to keep coming back for more. For example, a fitness company may consider a special offer on a new fitness e-book for customers who use their services. Think of special coupons, special discounts, and other creative considerations that will add value to customers.
Run customer feedback surveys and implement the findings
Most customers who are dissatisfied with your brand don’t complain. They just walk away and you will most likely never know what made them mad. Keep in mind that even if they don’t tell you, they tell others and cause them to avoid buying from your site. The best method to identify these complaints is to provide them with a platform to air their dissatisfaction.
Customer feedback makes users understand that they are valued and that their input to improve the product is invaluable. Some comments offer great ideas on how to refine the product and outperform the competition. To keep customers coming back, be sure to notify them when your recommended changes are implemented. Be sure to retarget them with new ads and special offers.
the final shot
Retaining customers at your business helps ensure they keep buying and referring others. Remember that no single supermethod is ideal for all businesses. The five tactics described will help you approach the client, understand what he wants and offer it in the best possible way to obtain guaranteed results.