Let’s say your sales are through the roof, but you don’t have many repeat customers. Many companies spend heavily on customer acquisition but do little to keep the customers.

The trick is to combine customer satisfaction and retention. Stellar customer satisfaction translates into repeat customers.

The best way to deliver a great experience includes communication, social media, problem-solving, employees, feedback, rewards, and expectations. This article will discuss retention help you improve customer retention.

Let’s explore

Customer Experience

A great customer retention plan entails communication. If a customer takes the time to learn about your product or service, give them a friendly welcome. Warm greetings will engage your customers. As a result, they’re more likely to respond to your pitch.

The customer experience is critical in the beginning because customers are more likely to respond within the first 90 to 100 days. Additionally, customizing content fosters a personal touch for each customer.

People know a mass-marketing email when they see one. Generic content makes the customers feel like you’re not attempting to know them. On the other hand, nurturing relationships from the beginning will build brand loyalty.

Establish a Social Media Presence

An active social media presence helps your company stay relevant online. With so many distractions in the world, it can be easy for customers to forget your company. However, placing yourself on social media will remind them of your brand. Online, you can inform them about upcoming deals and promotions.

You can also offer interactive games and contests that help them know your brand. Moreover, many customers are on social media looking for answers. Your job is to provide a solution when they have a question.

To know their questions and concerns, you can track customers in groups and forums. You can also use autochat bots to better assist them.

Solve their Problems

Retaining customer loyalty means providing solutions. From there, determine how to respond to questions and concerns before your competitors do. To provide the solutions, you must understand your consumer base. Ask yourself the following questions:

  • What is their income level?
  • What are their ages?
  • What are their leisure activities?
  • What are their professions?

By understanding their lifestyle choices, you can assess their fears, needs, and desires.

Most importantly, you must offer a stellar product or service that’s better than your competitors. When pitching to customers, stress the uniqueness of the product. How is your company the best solution to a customer’s problem?

To make the best product or offer the best services, understand what you’re competitors are doing. After, analyze how you can make your product better.

Use Your Employees

Your employees are the faces of your company. Customer retention skills call for a talented customer service team that makes customers feel welcome. Before you learn how to retain clients, however, you must first learn how to retain employees. When considering employee retention, consider the following factors:

  • The onboarding process
  • Adequate training
  • Rules and expectations
  • Onboarding programs
  • Work environment

All of these areas will help employees better engage customers. A team that suffers from low morale and poor training won’t be attentive to customer needs. Research shows that 60% percent of customers refuse to associate with a brand after a negative customer experience.

Create a Feedback System

Feedback can improve your business model. To better serve your customers, you must know what they like and don’t like about your trade.

Perhaps there’s something about a product they don’t like. Then, you can enhance the product to make it more attractive to prospective customers.

You can gather important data via surveys or focus groups. You can also follow a customer’s experience throughout the product lifecycle.

For example, you can follow up with a customer when they first buy a product. The next feedback phase occurs after they used the product for a while. Ask yourself these questions:

  • How do they respond to it?
  • Do they still enjoy the product?
  • Have they noticed any problems?

A good feedback system can help you spot unsatisfied customers. Even though most customers won’t do business after a negative interaction, you can still win back many customers if you resolve the issue immediately. Additionally, feedback will help you retain new customers going forward.

Offer Customer Gifts and Surprises

It’s important to reward customers for their loyalty. According to data, half of the customers will sign up for rewards programs.

You can give them bigger rewards the more they choose your brand. This is especially important for your top customers who buy from you consistently. One way to reward customers is through a loyalty program.

A customer accumulates points whenever making a purchase. After achieving the minimum points, you can reward them with a free item or a reduced price.

Points instill more value in every transaction. Your customer is more likely to purchase more products, knowing that a reward is on the horizon. Best of all, research indicates that customers are more likely to use your business under a rewards program.

Meet Expectations

If you promise to deliver a minimum standard, do everything possible to deliver on your word. Failing to deliver will leave your customer disappointed and looking elsewhere.

  • Example: You’re an SEO company that promises to rank client pages to the top spot in the Google search engine. If you failed to deliver on that promise, you tarnished your brand.

Your best approach is to under-promise and over-deliver.

  • Example: If you can finish something in ten minutes, tell the customer the wait will be an hour. Then, deliver sooner than the customer anticipated.

Exceeding a customer’s expectation builds long-term brand loyalty.

The Key to Customer Satisfaction and Retention: Brand Loyalty

To create viable customer satisfaction and retention systems, you must build a brand that instills trust within your customers. You must appeal to their emotions and foster an attachment to your company name. However, you must deliver quality products and services to retain more clients.

This means distinguishing yourself from other brands and offering better results. Separating yourself from competitors makes your brand stand out. More importantly, customers will admire your business for taking a bold stand.

Interested in reading more? Read more of your business section to gain additional business tips.

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The Unbreakable Rules of Social Media Marketing

The buzz surrounding Social Media Marketing would seem to suggest that it is the ideal way for any individual or business to increase their online presence.

Now, Social Media Marketing (SMM) firms are springing up like mushrooms and devotedly spreading the message of the importance of social media like Facebook and Twitter.

But is this form of marketing worth the hype? One thing is for certain; social media has now indeed become a favourite choice of platform for marketing a plethora of products and services.

But to succeed in the highly competitive SMM arena, one has to go far beyond the so-called tried and tested methods of “community engagement” to turn the marketing campaign into a success. This is where the golden rules of marketing come into play.

The unbreakable rules of social media marketing

So what are the fundamental rules that can lead to a successful SMM campaign? These are not overly complicated or time-consuming methods, but simple ways that are often ignored by marketers.

Rule 1: Content is king

Yes! Marketing on social media is unlikely to succeed by posting fluff content with little or no value. To gain attention from the audience, your content needs to be unique and through provoking.

The ideal way to engage the audience while building your brand reputation is by posting quality content on a regular basis, which is not just a collection of information from other websites.

Try to match your content to your product and your market, as this will have the most chance of being well received by your audience as well as generating revenue.

An example, this post on The Canvas Factory blog, about photographic techniques. Great match to the product and the audience, no doubt it performed well.

Rule 2: Listen more

Far too many social media marketers are involved in making posts on such a frequent basis that they forget listening to the feedback of their audience. Y

our marketing campaign will fall flat on its face if it does not aim to build a rapport with the public and fails to deliver what they want. It’s very easy to buy likes on Facebook but getting people to participate on posts or conversations is an entirely different ballpark.

Rule 3: Be genuine

You’re probably saying to yourself “what’s up with all these clichés?” but this rule is as important as any other. You would want your marketing campaign to be community driven and genuine in its approach.

What does this mean? It means you’ll have to interact with the audience as a human and not a corporate gizmo. If you truly want organic likes and followers, your marketing strategy better involve prompt replies and round-the-clock help.

A great example of failing to be genuine can be found in the ‘Fresh in Our Memories’ promotion from Woolworths on Anzac day. Huge backlash, huge miss.

Rule 4: Expand your reach

Don’t just put your all your money on Facebook, Twitter, and YouTube because there are dozens of other social networking sites that you can leverage.

To make the most out of your Social Media Marketing, utilize different platforms like Instagram, Pinterest, Google+, Tumble, and others. You may be shocked when you find out how much all these lesser known social networking sites can contribute to the growth of your online presence.

Rule 5: Give it time

If Rome wasn’t built in a day, you shouldn’t expect your brand to be known throughout the world at the same time. No, you’re not building a city but what you’re doing is going take time and effort.

An effective SMM strategy always focuses on attaining long-term results and seeks to establish a reputation by consistent service. If you can prove that your business is trustworthy, followers will automatically increase.

Final words

If you follow the five unbreakable as mentioned above with a passion and have the presence of mind to adapt to changing scenarios, it shouldn’t take you long to establish your business as a reputed online identity.

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