Finding leads and converting them to customers is a major concern for any company, but these processes are only part of a comprehensive client retention strategy.
Here are four reliable ways to increase client retention:
- Reward your clients – Your clients will react favorably to gestures that make them feel noticed and appreciated. For example, provide customer-only discounts, exclusive access to new products, customer-based membership clubs or free shipping. Make sure your sales associates provide existing customers with personalized service and thoughtful suggestions for other products or services. Maintain the highest-quality products and services possible to give your customers an undeniable reason to stay with you.
- Provide valuable content – Offer useful, interesting and valuable content on your website to keep clients interested and coming back for more. Produce a company newsletter and send to clients regularly. Create information-packed pamphlets or fliers that you can give to customers to help them get the best from your products or services. Give your clients the opportunity to communicate with you on your website, and stay current on responding to comments and questions.
- Know your strengths and weaknesses – Conduct a SWOT (strengths, weaknesses, opportunities and threats) analysis on your business to determine where you excel and where you need work. An accurate SWOT analysis will pinpoint where you’re doing well at customer retention and where you need to concentrate more effort. It will also tell you where there are opportunities for better customer service or potential business partners you could work with to improve your customers’ experience. It will also indicate threats such as competitors, industry changes or regulatory issues.
- Be confident and assured – Demonstrate high levels of confidence in your company’s offerings and their benefits for your customers. Know your products and services in depth, as well as why clientss need or want them. Truly believe in your firm and its offerings and clients will sense and react positively to your confidence.
Could you use these techniques to reevaluate and revise your client retention strategy?