The number one task for any successful business is to keep its customers satisfied with the products and service insofar as they remain loyal and recommend your business when the opportunity arises.
Of course, you also want your clients to continue to buy from you and this is known as ‘repeat business’. It’s not only easier to sell to an existing customer, but it’s also cheaper too. However, the cost of sale gap for a repeat customer versus a new customer is closing and is now just 5%. It costs just 5% more to get the new customer and this is due to the challenge of retaining business from repeat customers.
With attention spans getting shorter and more information available at consumers fingertips, you have to find new ways to keep your customers interested and engaged with your business. That might mean you need to look into a wide-ranging marketing suite that ticks more engagement boxes and reaches clients in more places particular online including social media sites.
Forgetting to send out an email marketing message or posting a product review on your social media profile can be costly to your sales pipeline hence using a marketing system that’s failsafe in getting tasks done.
What’s working for businesses is human nature and how most of us don’t like change, therefore we’re more likely to want to stick with the same company or brand because it’s familiar and we know what to expect from it. There will still be client fall off i.e. a rate of attrition where customers just don’t buy from your business any longer.
Therefore you need to work hard on customer retention and make it worth your customers’ time and effort to stick with your business. Reverting back to basics with customer interaction is key to your success in retaining customer loyalty. Consider implementing some of the tips listed below.
Make Interactions Easy
If your customers want to interact with you, then it should be an easy task. There are many ways to make interactions easy, and having a marketing suite is your best option. Sending out re-purchase emails, selling from landing pages, using social sharing for brand awareness, and creating drip campaigns, among others, is a great way to keep customers engaged and make it easy to interact with your business.
Data has become a considerable part of the eCommerce world, and you can use it to your advantage in many ways. It helps you create campaigns that are targeted to your ideal audience, and it helps you understand customer buying patterns. You can also use it to your advantage to create a personal experience for your customers.
One of the things that keep customers loyal and happy is knowing that they are valued and appreciated. If they feel like a faceless individual and believe you only care about their money, they will find another business to buy from. However, when you use their personal information they share to create personalized product recommendations or messages, you are letting them know that you appreciate them and their business.
Think Beyond Reward Points
Reward points can be a great way to make customers happy and loyal, but there are other ways to accomplish this goal as well that don’t require discounts or monetary incentives. If you want to reward your most loyal customers and make them happy, then you might consider inviting them to have a first look at new products or inviting them to special events. Remember, the goal is to make them feel special and valued. Earning points is something that any customer can do, so it’s beneficial to your business to develop a reward system for your most loyal customers that sets them apart from the rest.
You took the time and effort to develop the relationship you have with your customers, and you should continue to find ways to make them happy. The happier they are, the more loyal they will become to your brand. With the right plan in place, you’ll be able to keep customers for life.