Friday 18 October, 2013
It’s much easier to sell to repeat customers than to find new ones, and that’s why customer retention is so important. It’s even more important online than off because online shoppers have so many other retailers to choose from. Here are 8 tips for improving your customer retention rate.
A Good Experience
Try to give your customers a good experience with your brand. They should come away feeling good about the transaction with you. Your customer service should be excellent and you should bend over backwards to make sure they’re happy. This is something not enough online retailers do.
Even better than satisfying your customers, go beyond their expectations and wow them. Throw in an additional product for free sometimes. Do something extra for them to help them solve a problem at no cost. When you do this, it makes a lasting impression. Wowing customers increases their loyalty. Why would they go somewhere else?
Customize the Experience
The more you customize the shopping experience, the more your customers will come back. For an example of this, look no further than Amazon with its Amazon Daily program. Amazon Daily offers a customized blog based on an individual customer’s likes and interests. There are many software programs that allow you to customize the shopping experience.
Make It Easy
Make it easy for your customers to make repeat purchases. Again, Amazon shows how to do this with its one-click payment. You don’t have to fill out all of your credit card and contact information each time because the site stores it. This is especially nice for smartphones, which make entering information particularly difficult.
There’s no better way to make loyal customers than to reward them for their loyalty. Give repeat customers freebies, discounts, access to exclusive content, joint venture products, free membership or something else of value to them that says ‘thanks.’ This gives them a great reason to stay with you.
Fast Reply, Fast Delivery
When selling online, you need to respond to customer comments and questions quickly. This gives you a huge advantage over competitors. Also, get the product delivered to the customer quickly. Speed is a major reason why customers choose one retailer over another. It’s often more important even than price.
Make It Personal
Personally connect with your customers everywhere you can online, and especially on social media. Don’t promote but just hang out and get to know your customers. What’s good about this is that they get to know you. Everyone would rather buy from a trusted friend than a company they don’t know.
Finally, ask for feedback, listen to it well, and implement changes. This is another personal touch-point with your customers and it shows that you’re committed to offering the best experience possible.