Many companies are looking for ways to increase customer retention and keep their customers coming back, and unless you are running a monopoly, then practically the only way to do that is by increasing customer loyalty. Customer loyalty translates into repeat business, and the increase of opportunities through word of mouth. Let’s take a look at three ways to increase your customer loyalty and retention.
- Strive to create a personal relationship with your clients
It may seem hard at first to create a personal relationship with your clients, especially if you run an eCommerce website. However, small demonstrations of appreciation can go a long way, even in these cases. By understanding your customers, and what makes them tick, you can tailor special offers and free giveaways in order to increase loyalty.
This can be even easier to do for a business-to-business business, where you can instruct your sales team to go with a quality over quantity strategy, and encourage them to build good rapport with each customer. Customer support also plays a big part in this strategy. It’s important to offer a service that encompasses after-sales care, where you ensure that the product or service continues to provide value to your customer after the sale is complete.
- Create relevant content
Relevant content can go a long way, when trying to make a sale. Proper messaging has to keep the target customer in mind in order for it to be effective. However, your business may be large to the point where it spans several market segments, or even several countries. In this case, you want to have a separate version of your website for each target audience. This can mean language localization, clever website navigation, or targeted messaging.
- Encourage registration
Little things like website speed, or rapid payments can make a world of difference when it comes to user retention. If you have a clunky website or purchasing process, a user is much more likely to purchase from a competitor in the future.
In order to foster a rapid payment process, it’s best to encourage registration. Registration will also allow you to better understand your customers and their buying preferences, and you will also receive their email address which can be targeted with special offers.
However, it’s important to keep registration optional. Making registration mandatory will have the opposite effect, and is likely to discourage customers from purchasing anything in the first place, since mandatory registration makes the first purchase more difficult. For the best results, create an incentive for registration, such as a discount, and remind your customers that purchases will go faster once they are registered. You can also specify that by registering, the customer is then eligible for special offers and discounts.
For more information on how to increase user retention for your business, or to open a merchant account, please call (888) 924-2743 or go to Charge.com.