Listen to Customer Feedback
The bottom line of increasing customer retention is customer satisfaction. One of the best ways you can do this is by listening to what your customers have to say. When you get to the bottom of why a customer is unhappy, and then you solve that problem, you are more likely to keep that customer around. Customer feedback should be considered no matter if the customer is a first-time buyer or a customer that’s been with your business for ten years.
ARC can monitor your support team to see how they handle customer feedback and where your team can improve their customer engagement strategies. Customer feedback can also be extremely easy to automate depending on which CRM your company uses.
Automations that send customer feedback surveys after a customer buys a product or uses a service are a great way to follow-up with your customers and get testimonials to encourage new customers to shop with you.
Improve Your Customer’s Journey
When you look at your customer’s journey as a whole, you can focus on where your KPIs are and where they can be improved. You can also find out which of these KPIs are most important to your customers and find improvement opportunities in those areas. When your customers have an excellent experience with your brand, they are more likely to keep coming back.
Customer Loyalty Programs
When you offer your customers incentives to stay with you, you are more likely to keep them as a customer. The best way to do this is to offer additional products or services that make the products and services they already love even better. You can also do this by rewarding frequent purchases with a discount or other special offers.
Brand Ambassador and Referral Programs
A great way to keep customers coming back is by offering a brand ambassador or referral program. Often seen on social media platforms, ambassadors are the biggest promoters of your products and services. This not only keeps your current customers coming back to you, but it also drives new customers to your business through word-of-mouth.
These types of programs can be extremely cost-effective because while they offer a slight discount to your representatives, they also help with customer acquisition with lower acquisition costs.
Upgrades and Upselling Products and Services
A great way to keep customers returning to your brand is to offer upgrades to products and services that make their experience with your brand even better. Not only does this give these products and services a longer lifetime, but it also improves the experience that your customers have with your brand.
A great example of this is Amazon. Amazon has tons of additional services that you can add to your subscription to make your customer experience even better, and it keeps you placing orders on the site. Another simple example is offering a new product that works with products that your repeat customers already love.