Building Customer Loyalty for Increased Customer Retention
Every business should focus on building customer loyalty and retention, two factors that maximize customer value over time.
Every business should focus on building customer loyalty and retention. These two important concepts can help to increase revenue over the course of many years. Loyalty will increase order totals while retention lowers marketing and acquisition costs. There are several key ways to create customer loyalty and retention.
Customer Service and Customer Experience
Most businesses lose customers because of dissatisfaction with the service provided. Businesses need to focus on good customer service and an enjoyable customer experience in order to build loyalty and retention. Customers should receive efficient, personalized and generous service. Buying products and accessing resources like online content should be simple and easy.
Respond to Feedback
Customer feedback is one of the most important sources of information available. Businesses should take the time to aggregate all feedback from customers. This can identify trends that are impossible to track through other analytical data. Making changes in response to feedback engages customers while also improving the business. This will create loyalty and increase retention.
Businesses should provide customers with incentives to continue purchasing. This could involve creating a loyalty program or offering re-buy discounts regularly to customers. Incentives will stop churn and increase retention by making purchases from competitors less attractive. These incentives will increase loyalty by providing a real reason to engage with the products or services of the company.
Address the Competition
Marketing, public relations and advertising efforts from competitors can increase churn significantly. It is important for businesses to address any negative marketing from the competition. This should be done through as many channels as possible. Customers should be informed clearly about the benefits of the products or services offered. This increases retention while also devaluing the marking of the competition.
Last updated January 2018