There are many ways to improve customer retention.
And it easy to do what others suggest as the best approach.
This can lead you to use the wrong process that may not achieve results.
The reason why is it depends on what works best for your business and customers. It also depends on your customer retention strategies.
On a blog there was discussion about this topic. The author strongly advocated providing information as the way to go.
Yet as one person commented if a shoe retailer only sent emails about good discounts and free shipping they would be very happy and loyal.
As customers buy many products or services can you imagine how stressed they could get if every company interacted in the same way.
Customers have their preferred way to interact with businesses. One of the worst ways to interact is to assume.
- Some customers want information via email each week or month
- Some only want the latest deals
- Others don’t want to hear from you and will still buy
- Customer may want you to be proactive to achieve their outcomes
- Others want to interact only on social media platforms
- Some may want to hear of new products or services and get samples
While the differences could make you shake your head and think it is too difficult to work out, it doesn’t have to be complicated.
The key is to first realise that they will have preferences which when known can improve your customer retention communication quickly. Remember the communication preferences will depend on what you sell and the repeat purchase rate.
The simplest way to improve your customer retention is to ask your customers for feedback. Ideally this is when they purchase your product or service.
However it is never too late to ask current customers.
Work out the different ways and options that you can provide and get the feedback from customers. They are likely to appreciate your approach and it can lead to strengthening the relationships as well as business growth.
Depending on the number of customers you can segment your customers and set up the process. Once you have the feedback you should be able to set up your process quickly.
It is a smart way and simple way designed to take the complexity out of customer interactions to improve customer retention.
Over to you: do you have a tailored process with current customers?
Do you want to increase customer retention? If you do, I can help. Click Here to see how.