9 Effective ways to retain your customers

Blocksurvey blog author
Written by Ashley Nielsen
Nov 22, 2023 · 6 mins read

As a business owner, you must constantly find new ways to get and keep customers interested in your brand. You follow the communication trends and invest in quality marketing strategies to ensure you’re doing everything right, but you’re still losing sales because you’re losing valuable customers by not having an effective retention strategy. Customer retention is an essential part of growing a business. As you may already know, it costs businesses less to retain customers than it does to acquire new ones. Increasing your customer retention rate can increase your profits, but a poor retention rate can result in lost sales. So how do you keep your customers? Let’s discuss a few different ways you can retain customers.

1. Build Trust

Building trust builds long-term relationships with your customers to keep them coming back for more. Providing a good customer experience is key to building trust. Finding ways to deliver value at every stage of communication can help keep customers engaged and your business at the top of their minds. Building trust comes in many forms, including educating customers, offering great customer service using diverse customer communication tools,developing a communications strategy to keep customers up to date on the latest news and deals, and offering convenience through free returns and fast shipping.

2. Re-engage Customers

Re-engaging customers is key to a successful retention strategy because consumers can often forget about brands, even the ones they love. Don’t let your customers forget about you. Instead, use marketing automation that allows you to set up workflows to engage customers based on where they are in the customer journey.

Your workflows can send abandoned cart emails to increase sales or regular deals for subscribers. Marketing automation promotes better-personalized customer experiences. If a customer loses touch, your software can identify them and send them targeted and relevant offers that can increase returns.

3. Develop a Customer Loyalty Program

A customer loyalty program rewards customers who continue to shop at your business, delivering a high ROI while expanding your retention efforts. Loyalty programs should offer rewards that keep customers coming back. You can encourage more visits to your business website or purchases. The more your loyalty benefits the customers, the better your strategy can support your business goals. Depending on the nature of your business, you can create a tiered loyalty program that rewards those who spend more.

4. Personalize Offers

Personalizing your offers based on the information you know about your customers can help you bring them back to your business, including local customers in the Philadelphia area who require IT services, such as Philadelphia IT services. For example, an e-commerce business may send targeted emails to customers who have viewed a certain product page. The email may offer similar products or discuss the product they viewed more in-depth. By incorporating Philadelphia IT services into your personalized offers, you can specifically address the IT needs of local businesses and organizations in Philadelphia. This targeted approach ensures that you're not only providing relevant product recommendations but also addressing the unique IT requirements of your Philadelphia-based customers.

5. Listen to Customers

Consumers tend to switch to competitors when they have a bad experience with your brand. Unfortunately, they can have a bad experience at just about any time in their journey. For example, if customer service was unable to solve their issues or if they found your competition is cheaper but the same quality, you could lose valuable customers. While you should be doing competitive research on your own to see how you stack up against the competition, your customers are likely trying to provide you with insights into their experience. It’s time to listen.

You can learn more about your customers and their experiences with your brand by sending out a survey and rewarding those who complete it. This survey can help identify areas of the business that you can improve upon to demonstrate more value. Additionally, asking for customer feedback shows customers that you care about them. In the dynamic landscape of modern commerce, the incorporation of AI in ecommerce has become increasingly vital, as it can help analyze customer feedback, gain actionable insights, and personalize the shopping experience for their customers.


6. Personalize Follow-Ups

A customer retention strategy is all about building relationships with customers. With the right tools, you can treat customers like people instead of a number that gives your business profits. Using the information you have on your customers, you can personalize all communication, whether it’s sending personalized offers based on where they are in the customer journey, conducting surveys to get feedback, or providing customer service.

7. Keep Your Promises

Businesses make a lot of promises, especially on their websites. If your product claims to do something, it better do it. Meanwhile, if your marketing makes claims, your customers will trust that buying the product gets them the benefits you told them about. Unfortunately, far too many companies don’t keep their promises, which gives customers a bad experience with the brand.

Brands that aren’t willing to retain customers by building relationships and keeping their promises will eventually develop a bad reputation that affects all of your business, not just your customer retention strategy. Since new customers will look for reviews of your business, a good reputation is one of the most important things to keep in business.

8. Educate

While the main goal of your business is to sell, your customers are looking for value at every stage of the customer journey. Therefore, you must educate them about products and services and your business. There are many ways to educate your customers, and the types of content you produce will depend on your industry and the customers themselves. However, you can teach customers about your products by offering onboarding with tutorials, sending drip email campaigns, or having a blog on your website where customers can find more information about a topic.

9. Delight Your Customers

If you want to retain customers, you must consistently find new ways to delight them. Offering discounts and freebies is one method, but they can cost small businesses too much money. Instead, you can offer a great customer experience. For example, writing your own thank you cards or birthday cards for valuable customers can help them feel appreciated.

The pet supply marketplace Chewy handwrites birthday cards for the pets who receive their products after pet parents sign up for an account and provide information about their pets. This small but delightful gesture delights pet parents everywhere as Chewy honors their furry friends on their birthdays, keeping customers coming back for more.

Final Thoughts

Customer retention increases your revenue without the need to seek out new customers. Finding the right strategy to keep your customers coming back after they’ve made a purchase can ensure the success and sustainability of your business.

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blog author description

Ashley Nielsen

Ashley Nielsen earned a B.S. degree in Business Administration Marketing at Point Loma Nazarene University. She is a freelance writer who shares knowledge about general business, marketing, lifestyle, wellness, and financial tips. During her free time, she enjoys being outside, staying active, reading a book, or diving deep into her favorite music.


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