How to increase customer retention

In the last article, we painted a bit of a grim picture on what a downturn could do to your business. Now we will turn our attention on what to do about it.

As you probably know, it’s much easier and cheaper to sell to an existing customer, so it’s important to delight your customers to encourage them to come back.

The first way you can do this is to always Under Promise and Over Deliver.  Don’t make promises you can’t keep.  If anything, err on the side of caution and the customer will be pleasantly surprised when you deliver beyond expectation.

Get to know your customers.  Building a relationship with your customers increases their loyalty.

Introduce a customer loyalty programme to reward customers for buying from you or recommending you to others.

Offer guarantees on your products or services.  Ensure that when things go wrong they’re fixed as soon as possible, with minimal hassle to the customer.

Check in with your customers to see if there’s any new products or services they’d like to see from you.  An online survey is a great way to do this.

Invite key customers to invitation-only events such as new product or service releases, demonstrations, or sale evenings.

Communicate with your customers via their preferred method.  Engaging them via social media is becoming more and more important, and it’s essential to tailor your message across your social channels to reflect your target audience.

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