The Flexxpreneur’s Guide to Customer Retention
Acquiring new customers is good but retaining existing customers is where the gold is. Repeat customers are the lifeblood of any business. They’re the ones who you’re guaranteed to have regular purchases with, and will herald your business to their friends and family, because they’ve tested and trust you to come through for whatever service you render.
So, how do you ensure these customers keep coming back and even introduce your business to their network? Learn these easy tactics to get them glued to you:
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- Leave a lasting impression. From the first encounter a customer has with your business, an opinion/perception is already formed. Therefore, at every touchpoint your customer comes in contact with your business, ensure that they enjoy a seamless experience. That way, they may come because of the product, but they will stay because of the experience.
- Build Trust. With most businesses being online these days, most people may come to try out your product to see if you’re genuine and deliver on what was advertised. However, to keep them coming back, you must consistently deliver on your brand promise and be reliable.
- Offer Uniqueness. When customers discover your business addresses a particular pain point and consistently delivers on quality, they’re guaranteed to keep coming back. Customers buy what holds value to them and if you’re in the business of delivering unique value, then you’ll constantly be smiling to the bank.
- Stay Top of Mind. The popular saying “out of sight equals out of mind” is accurate. Don’t assume customers will come looking for you because you offer unique value. You have to consistently be in their faces (not in an annoying way, of course) but by consistently promoting your business and retaining top of mind awareness. If Coca-Cola still advertises, I’m sure you can too.
- Collect feedback and implement. To grow as a business, you must be open to criticism and feedback from your customers. You can’t improve your business when you don’t know how your customers feel about it. So, ask for feedback and use the relevant feedback received to make your processes better. Customers appreciate when their feedback is actually implemented.
READ Meet Edward Gajere, Our Flexxpreneur of The Month
What other customer retention tactics do you use for your business? Do share with us in the comments
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