Customer Retention refers to the rate at which customers stay with a business for a given period of time. This is often referred to as chum rate and is a key metric for practically all B2B and B2C businesses.
For example, a company that started a month with 100 subscribers and ended it with 90 subscribers would have a customer retention rate of 90% and a chum rate of 10%. Some of the ways to improve customer retention are as follows-
1. Create a strong onboarding experience
When your customer makes their first purchase, your business has the opportunity to leave a memorable first impression, so make sure you’re onboarding process is a well-oiled machine.
Customers will likely recall any customer services in their initial onboarding, like mishandling information or not having a designated point of contact to hold their hand through the beginning. In comparison, your business can quickly rectify those points of conflict, if may still leave a bitter taste in the customer’s mouth.
2. Provide a personalized customer experience
No customers have the same exact needs and may be looking for tailored solutions from the business. Want to avoid providing one size that fits all solutions for the customers needing products and services that cater to differing scales, time limitations, or other preferences.
3. Build a strong trust with the customer
Two things are true when it comes to building trust between the company and the customers:
a. Don’t assume that customers will have a trust on you just because they’ll buy from you.
b. Trust takes a very long time to make.
When deciding to make a purchase, 81% of the customer says that trust is an important factor in their decision. Building trust isn’t one thing that fits in all tactics that any business can implement overnight. After all, the definition of trust is the firm belief in the reliability, truth, ability, or strength of someone or something. Reliability is a key factor in building trust, so your company should consistently deliver value to customers.
Consistently following through on your brand promise and doing what say you’ll do over time will impact whether or not your customer perceives your brand as trustworthy.
4. Implement the customer feedback loop
It’s hard to improve the business if you don’t know how the customer feels about it. To start retaining customers, you need a process for obtaining customer feedback and sharing that information with the best of your organization. This is where a customer feedback loop comes in. it provides a system for collecting, analyzing, and distributing customer reviews and surveys.
5. Maintaining customer’s communication calendar
Communication is a chart that keeps track of customer communication. It tells you the last time that a customer has reached out and alerts you when existing customers haven’t interacted with your brand. This makes it easy to launch promotional offers and proactive customer service features that remove roadblocks before customers know they’re there.
6. Starts a customer education program
A company newsletter is a simple and cost-effective way of retaining customers because it can enhance the company’s reputation and notability. You can use email automation to end updates or letters to all the customers at once.
7. Offer unique services
Offering a product or service that’s superior to your competitors in the eyes of your customers is no easy feat, but the reward is worth it in the long run. If you’ve developed a niche for your business that solves a critical customer pain point, you’re on the right track to retaining customers.
8. Starts a customer retention program
A customer retention program is an amalgamation of several types of tactics. There’s a program for just about every business case. Below, they define customer retention programs, explain the most common types, and show you examples of how to implement them within your organization.
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