For any business that provides a product or service to customers, the act of finding, targeting and obtaining new customers is always going to be among its top priorities.
But what many businesses tend to forget is that once a customer makes the first purchase, there is much more to be done in the customer relationship. Smart businesses know that the first purchase is really just the beginning, and that the real business value lies in retaining that customer, so should you!
Here are a few surefire strategies to keep those customers coming back:
Target customers with special offers
The more you know about your customers, the more you can tailor your approach to each individual. Go through your customer’s purchase history to determine what kind of offer will be most appealing to each individual and increase relevancy, which will keep your brand on your customers’ minds.
Let’s say you want to follow-up on the customers who showed their interest in your product, but haven’t bought anything from you. Identify ways to convert their interest into an actual purchase by offering them special discounts or some additional value to your product.
Reward your most profitable customers
Do a research on which of your accounts are responsible for the most revenue. Let’s say you have a number of incentives to give away, so you would like to reward your most profitable customers to further increase their loyalty. Identifying these accounts can also help you develop strategies for cross-selling.
First, create a list of your most profitable customers and then start to follow up and let them know about the rewards and incentives in order to make them feel special, so they continue to stay as your most profitable customers.
Implement customer feedback survey
Customer churn can be avoided by simply listening to your customers. Customer feedback surveys are invaluable for learning how your service is performing in relation to your clients’ expectations.
This feedback will help you retain clients. By understanding client feedback, you can take action before it’s too late and make business decisions based on real data-driven feedback.
Choose the right platform
The best way to improve your customer service efforts is to utilize the channel your customers most prefer. You need to pick the channel that makes the most sense for your business.
Hosting companies, for example, know that live chats are critical when their customers’ sites go down; other companies may have customers who prefer using self-service or even phone support.
Keep it personal
There are some amazing email and marketing services out there which allow you to use the information you know on your customers to target them with personal and optimized marketing campaigns. Check email marketing services if you consider email an important channel for communicating with your customers.
There are a number of cool way you can personalise emails sent to clients – send a specific newsletter to all your customers who haven’t made a purchase in the last 30 days; send an email to a customer who abandons their shopping cart; send an email recommending similar products 5 minutes after someone buys a specific product, etc.
How do you keep customers coming back? Tell us in the comments!