Customer retention is an exceptional way of winning customer loyalty. The more loyal customers you have, the better the revenue. Most of us are aware of the importance of customer retention. But what we don't know is how to get started with it. Today's your lucky day if you don't know how to improve customer retention.
In today's blog, we have shared the top seven effective practices to improve customer retention. All of these practices are proven to boost customer retention rates. Therefore, they are worth trying. So what are you waiting for now? Check the list of practices now!
#1 Think "Quality" And "Value Proposition"
Take care of the quality of your offer on products and services. Remember that, thanks to the internet, consumers have many ways to compare offers. Therefore, it is difficult to retain customers with poor-quality products or services. So always offer a qualitative deal that keeps promises so as not to cause disappointment.
Also, your product and brand must differentiate itself from the competition. To identify your value proposition and distinguish yourself in a relevant way from your competitors, analyse their strengths and evolution in the market. This differentiation must be built in accordance with your strengths (price, innovation, sense of service, etc.) and the expectations and needs of your target audience.
#2 Take Care of Your Customer File
Loyalty comes with excellent customer experience, and customer experience comes with personalisation. It is, therefore, essential to have qualified information about your customers to send them personalised messages and offers that correspond to their needs. That's why we recommend that you take care of your customer file. This will give you information on their:
- Typology and preferences
- Purchasing behaviour
- History with your business and others
There are two ways of gathering such information about your customers. First, you can sit down and do your own research. This will occupy lots of time and effort, which is something you need to save as much as possible. Secondly, you can take the help of an Integrated CRM. A CRM is the most effortless solution to understand customers and their journey. With a CRM such as Corefactors AI CRM, you can have a 360-degree view of customers. Try a CRM, and you are going to love it!
#3 Set up a Loyalty Program
Setting up a loyalty program means benefiting from a win-win system between:
The company: it will help you obtain additional data about the customer. At the same time, it ensures that they will buy again, motivated by obtaining the rewards promised by the program.
The customer: they will feel valued and enjoy concrete benefits (VIP club, discounts, gifts, etc.)
When you are creating a loyalty program, there are some prerequisites that you need to take care of. Some of them are as follows:
Simplicity: complicated formulas such as "1 point offered for every $50 spent" should be avoided. Keep the structure of your program as simple as possible.
Originality: make sure to come with something unique and original. If you follow your competitor's loyalty program, you won't improve your customer retention rate.
Value creation: Amazon, for example, offers a premium loyalty program with Amazon Prime. Despite a paid subscription, this service builds loyalty by creating value through a diversified offer that meets customer demand. Make sure your program offers some value as well.
#4 Offer Relevant Content to Your Customers
To build a lasting relationship, you must also arouse your customers' interest through non-commercial and beneficial mediums for them. For example, a newsletter is often synonymous with loyalty. It is a way to consistently engage with your target audience through an informational message in the form of an email. The goal? The goal can be anything - to make your website or blog known to registrants by highlighting your content.
For a newsletter to be successful, it needs to be shared with customers daily to regularly. But creating and sending emails daily appears to be an overwhelming job. A CRM makes it convenient and effortless. An Integrated CRM solution such as Teleduce comes with automation features. With its email automation feature, you can automate your newsletter email. The CRM will ensure that your newsletters are delivered to the email subscribers at the time.
#5 Setting up a CRM
Customer relationship management (CRM) is a tool that allows you to track your customers. This means that it gathers all the information collected about them in one place and is used to personalise the relationship with each customer.
Whether it's their purchase history, conversations, or contact and company information - CRM enables ultra-personalised communication with all your customers. The solution enables you to feel recognised by your company. With an up-to-date CRM, you'll get all the information you need to renew purchases and extend Customer Lifetime Value.
An Integrated CRM tool should also be able to track details of customers' preferences and purchase history. This allows companies to tailor their offerings based on what they know about each customer. This can help you make more money in several ways:
- You will be able to identify your best-performing products or services.
- You will know which services/products are most popular with your target audience.
- You will know which marketing campaigns are most effective for you.
#6 Measure The Effectiveness of Your Customer Loyalty Program
Everything that is measured improves. Therefore, once you are done creating a loyalty program, move forward with the next step. The next step is nothing but checking if your loyalty policy is effective. Depending on different loyalty programs, the analysis will differ for different businesses. Here are some indicators that may help you:
- The Net Promoter Score allows you to measure the probability of recommendation of your customers to their entourage
- The repurchase rate is the percentage of customers who buy back after their first purchase.
- The upsell rate is used to get the percentage of customers who made a new purchase different from the first.
- The customer loyalty (or retention) rate is the length of time your customers remain active.
- The customer acquisition rate makes it possible to check the effectiveness of your marketing operation.
#7 Feedback And Complaint Management
Criticism is often perceived as negative, and people try to avoid it at all costs. But managing your business comes with not avoiding criticism but using it for your own advantage. Feedback and constructive criticism are essential to enable a sustainably high level of customer delight.
Being an entrepreneur, you have to deal with complaints and use that criticism to make it a positive experience for the customer. Some companies outsource this area to external specialists who record and process complaints.
You can also take the help of a CRM solution to take care of this area of business. With a CRM solution, you can understand and process customer complaints better. It connects a direct and streamlined bridge between customers and businesses. With great customer connection, customer retention can be improved effectively as agents will better understand costumes' concerns and process them smoothly.
Following these practices, you can improve customer retention rates exceptionally. They all have proven results, and you should try them out. Besides, if you are looking for an All-in-one CRM, try Corefactors AI CRM. Best in the market, Corefactors AI CRM is RevOps enabled, driven by AI, automated relationship management software that offers a wide range of advanced features to improve to drive your team toward revenue maximization, including customer retention. Follow these practices, and you will get great results.
Please feel free to write to us at firstname.lastname@example.org if there is any practice that we have missed but worked for you.