Customer retention is one of the most crucial parts of growing your brand online. Attracting prospects and successfully converting them into paying customers are just the initial parts, the more challenging part is how you can help these customers stay loyal to your brand and continue buying your products or services. Here’s how branding can help you retain your customers and spread the work about your business.
According to statistics, if a customer has already made a purchase from you, there is at least a 60% probability that he or she will make another purchase. On the other hand, a first-time visitor to your site only has a 20% chance of buying from you.
Given these figures, it would be a smart decision to focus more on retaining your existing customers. Unfortunately, despite this, customer retention isn’t given anywhere near the attention it deserves from small and big brands alike.
According to a survey, less than a third of major business executives even put it on their priority list.
If you are not already on the proactive side of that statistic, maybe it’s time to start thinking of ways to make your existing customers stay and transform them into loyal ambassadors of your products or services.
Driving prospects to your website and successfully converting them into paying customers is definitely half of your business goal. The other half is how you can retain these customers so your business can keep going.
Here are some tips that can encourage your customers to stay with you and to also keep purchasing your brand.
Customer care is a very important part of your business strategy because it directly affects your ability to retain your customers.
Make sure you have a team that can instantly respond to any complaints your existing customers submit. These happiness experts should make their goal to turn any customer experience into an opportunity to trust your brand even more.
The ultimate customer retention strategy is not a strategy at all. It all boils down to the quality of your products or services.
Use customer feedback to improve what needs to be improved and don’t hesitate to change whatever needs to be changed. Listen to what your customers are saying, and let them know you are willing to compromise to make sure they are only getting the best from your brand.
Reward loyal customers by giving them special incentives. Give customers a loyalty card that allows them to benefit from exclusive promos and discounts. It will encourage them to buy more from and you and also, make them feel like your brand actually cares about their needs.
Building communities around your brand is another way of boosting retention rate. For example, if you are a tech company and you provide SEO services, you can create a forum or a group on Facebook to discuss the latest news in the search industry.
In the online communities you build, you have an abundance of information to help you determine the new needs of your customers. These communities can also help you strategize new solutions which can be manifested via apps and tools you can develop to help your customers solve their problems.
Let your customers know that they are part of your brand’s success. Greeting and thanking them during special occasions, giving them a shout out, like, or comment on social media, or even sending them holiday cards and gifts can help show your appreciation. This helps increase customers loyalty to your brand.
Customer retention should be a priority when you are looking to grow your business and online presence. Make sure it takes the same level of priority within your digital marketing journey. Learning the basics of how to make your existing customers stay increases your chances of getting repeat business. How about you? What are the strategies you did to retain your customers? Share your experience by commenting in the comment section below.
If you need help learning how to rank higher on Google Maps, drive more traffic to your website, make your blog post more engaging, or retain your online customers, get in touch with our team. We make it our job to handle all of these topics, so you have more time to focus on running your business.
This is Katie Lynn, reporting from KISS PR Storytelling where we tell stories that matter.