When you run a business, there is a lot of focus on how to find new customers. With things like SEO, a good website and clever marketing campaigns, it can sometimes be easy getting new people on board and making orders.
Yet sometimes the focus can stop there and isn’t on what to do to retain these customers once you have them. It’s important that you don’t just get orders in, sit back and relax, as this is when customers can lose interest and be poached by competitors. Instead, you need to work hard to show them why they should stick with you and what you can do for them going forward.
Cultivating this loyalty is what will make the difference between a one-time order or regular ones.
Have a nurture campaign in place
A nurture campaign is essentially a marketing campaign set to take care of your customers once they make an order. It involves checking it with them through things like email marketing campaigns – ensure you have a reliable email marketing software for this – sending things in the post and exclusive offers on times such as their birthday.
It’s all about keeping you in the forefront of their mind so that when time comes for them to purchase something that you sell again, you’re the first place they consider.
Focus on customer service
Customer service is one of the biggest things in business that can sour a relationship instantly. As they say, a reputation can take years to build but just seconds to destroy and it’s vital you do all you can to ensure your customers have a positive experience with you. When speaking with your customers, have a set tone of voice, whether this is social media or on the phone and always be polite and interested.
You could implement AI chatbots so people can get answers to queries and questions instantly, without having to wait. If people leave reviews, either negative or positive, respond to them as soon as possible, finding solutions if they’re needed.
Offer exclusive return-customer offers
Customers want to feel they’re part of something special and that’s what you can do as a business to help retain them. Send exclusive offers that are just for those that make a repeat order, sending this out either a certain amount of time after they have shopped with you, or at a special occasion throughout the year.
This can help encourage people to want to not just shop with you again once, but time and time again.
These are just a few things you can do that can help you to retain your customers. Running a business is complex and it often presents its challenges, but by doing what you can to keep the customers you have, it can really make the difference to your numbers. What are some top tips you have for retaining your customers? Let us know in the comments below, we’d love to hear from you.
