5 Ways to Ensure Customer Retention

YRSK | Published: 17-03-21
At this point, it is common understanding that retaining a customer is several times easier and financially viable than looking out for a new one every now and then. Yes, connecting with customers on their level is not the easiest of tasks, but once you have forged a long-lasting relationship with them, the benefits keep raking in.

For instance, a happy customer will avail more of your services and products while also referring you to others searching for a similar offering. They essentially turn into brand advocates, accentuating your marketing efforts manifold. 

No matter the size of the business, your end consumer should feel a connection to the brand in a personal way. This can be achieved by working towards building a rapport that works on a two-sided conversation. 

Customer relationships are the new currency in business, keeping it together and boosting its growth. By creating an engaging outlook towards your company or brand, you could be looking at exponential returns in a short period. 

Here are five definitive tactics to keep the beloved customer on board. 

1. Collaborative Communication

As mentioned earlier, conversations are the key drivers for relevancy and recall. To build a robust relationship with the customer, you need to step out of the promotional monologue and build a receptive dialogue around your services. 

Instead of going on about everything you can do to make their lives better, find out the problems they have in the first place. Once you have a basic understanding of the blockages, create a solution that can be delivered in a seamless manner. 

The customer service department plays a decisive role here. While solving all the queries around your business is imperative, going out of your way to foster communication works even better. Timely follow-ups, return calls, and pre-planned voice messages keep the user involved and make them feel important. 


2. Go the Extra Mile

The logic is quite simple when you’re given more than what’s promised; you’re bound to stay around for everything you need. This works perfectly with your customers too. 

Set a bar of expectations and exceed them time and time again to establish the superiority of your product and service. It can be as minuscule as delivering a package before time or expediting the replacement process for a defective piece. 

The point where brands usually go wrong is over-promising. By creating an insurmountable pedestal, the customer is primed for disappointment. On the other hand, if you under promise and over deliver, there is nothing but delight for you in-store. 


3. Take the Feedback

Feedback is one of the oldest listening devices. In a world dominated by web tracking and social media searches, direct feedback allows you to address the feeling a customer may have towards your company. 

You can make the process easier for the user by conducting timely surveys, placing business comment cards on the checkout counter, sending emailers and much more. It is important to understand that the customer is not obligated to share their thoughts, so you need to ensure a straight road to feedback town. 

Acting upon a customer’s comments is directly related to higher customer satisfaction, which in turn strengthens their relationship with your brand. 


4. Reach Out and Talk

Social media and the digital ways of marketing should never be ruled out of the picture. There are a plethora of platforms that work as effective listening and conversational bridges between you and your customer. 

By engaging with your audience at their level, you bring personalization to the table, which is indeed the whole point of this exercise. 

Begin by asking them questions and responding to their inquiries, slowing moving towards blogs, newsletters and web content to build your brand’s online ecosystem. 


5. Run a Loyalty Program

An incentive is the best way to ensure loyalty. And as you may know, rewarding your repeat customers can motivate them to keep coming back to you. 

To maintain your bottom line, introduce a points system that can be accumulated with every purchase, further creating a cascading scale for the redemption process. 

The rewards could be anything from a free product to an additional discount. Branding such freebies can be a good way to create recall in the long run. Just remember to make the final prize lucrative enough to ensure participation.