“How’s it going? The usual?”
If you frequent a local pub, chances are the bartender knows your name and your “usual.” While you may think this is his/her method to add an extra pint to your tab, it also exemplifies stellar customer service — and a committment to customer retention.
One of the challenges that any business has is acquiring new customers. However, customer retention is as important. One thing that works with retaining customers is remembering their preferences, and tailoring their experience with your products/services accordingly.
So what some quick tips to improve customer retention?
1. Learn the ‘usual’
What does your customer like? What products do they shop for? How long have they been using your service? If you intend to change anything about your products/services, keep in mind that this may please your customer base or displease them. Not paying attention to their needs and desires may cause you to lose them as loyal customers.
2. Offer incentives
Many times we will offer an incentive to first-time customers. Perhaps a discounted fee for their first month? But what about our existing customers? Shouldn’t their loyalty be rewarded? Offering an occasional discount or credit for their business will ensure they remain a customer for time to come.
3. Regular communication
How often can your customer expect an email from you? How often do you check up on them, without intending to sell an extra product/service? Existing customers should feel they have a relationship with your business; otherwise, they can take their business elsewhere!
What are your tips?
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