Customer Retention Techniques You Should Be Using in 2021
- Jitender Lakhani (JL)
- October 26, 2021
- Category: Buyers and Customers
While attracting new consumers has its appeal, maintaining existing customers will yield a higher ROI over time – and it will cost 5 to 25 times less.
However, how can you develop a customer retention strategy that keeps your present consumers engaged and satisfied?
We’ve broken down some of the most effective customer retention methods currently being used by the most well-known brands to inspire loyalty. We’ll go through all the must-haves that any customer success or marketing team can try out right now, from utilising convenience to prioritising personalisation!
- “The best salespeople know that their expertise can become their enemy in selling.” – Mike Bosworth
Collect customer feedback:
To begin retaining consumers, you’ll need a system for collecting customer feedback and communicating it with the rest of your organization. This is where a feedback loop with customers comes into play. It offers a mechanism for gathering, analysing, and disseminating client feedback and surveys.
Customer feedback can be gathered in a variety of methods. A survey like Net Promoter Score® is the most typical method, but you can also encourage customers to engage in user testing and focus groups. Using a few of these strategies on a regular basis should provide adequate and meaningful client feedback to your staff.
After you’ve acquired the necessary feedback, examine your survey results for trends in consumer behaviour and other areas that can help you improve the user experience.
Utilize a communication calendar:
Even if your consumers aren’t reaching out with comments, your team should communicate with them on a regular basis. If your clients haven’t interacted with your brand in a long time, you should reach out and re-establish contact. Consider using a communication calendar to keep track of customer interactions and identify upsell and cross-sell opportunities.
A communication calendar is a graph that records customer communication. It tells you when a customer last contacted you and notifies you when existing customers haven’t interacted with your brand in a long time. This makes it simple to roll out promotional offers and proactive customer support tools that eliminate obstacles before clients are even aware they exist.
Send out a company newsletter:
A company newsletter is a simple and inexpensive approach to keep customers happy. You may send updates or offers to all of your clients at once with email automation. You may even schedule the email to be sent via an RSS feed, so you don’t have to manually change the content or remember to press “send.” Even though they’re simple, newsletters can serve as a constant reminder of your business to customers.
Implement a customer education program:
A long-term investment in your client base is demonstrated by a customer education program. When doing so, your company provides a number of customer self-service tools, such as a knowledge base and a community forum. Customers then utilise these capabilities to look for solutions to service issues before contacting your support personnel. This program can also be used to promote more than your products and services. Businesses within the sales industry can further utilise customer education programs to inform customers of openings within their companies, the importance of sharing feedback, and to showcase a bit more about the company’s culture and efforts.