The customer retention game has changed. The days of simply acquiring new customers are over, and now it’s all about retaining the ones you’ve already got. In fact, according to some estimates, it costs 5 to 25 times more to attract a new customer than it does to keep an existing one happy. That’s why so many companies are putting their focus on making sure customers keep coming back for more — and they’re doing some pretty cool things to do this successfully. Read on to see what these companies are doing right when it comes to engaging customers and keeping them around longer.
Involve customers in product development
Involving customers in product development is a great way to keep them coming back for more. It also ensures that you will have a steady stream of new features and improvements to your product that people want, which means you’ll never have to go through another round of mediocre releases again.
Ask your customers what they want in your products. They might not know all of the details, but these responses will help you identify how to improve their future experience with your company — and make them happier with both you and your work.
Offer customers an exclusive community
Give customers a place to share their experiences. This is particularly helpful if you’re selling a product or service that is expensive, difficult to understand, or requires some kind of training or knowledge before using it effectively. This can also help with customer retention if you provide resources or tutorials on how best to use your product or service as part of this community feature.
Provide customers a place to connect with other customers who are already in your community so they feel like they aren’t alone in their experience with your brand (and can get advice from them).
Show your appreciation for customers and their loyalty
A company that shows its appreciation for its customers and their loyalty is an attractive one. Customers like to feel appreciated — and they’ll be more likely to stay with you if they do. They like to feel appreciated by the company itself, but even more so by employees who interact with them regularly, such as those involved in sales or customer service.
It’s not just about giving gifts or discounts; it’s about recognizing that each person has unique needs and wants, which means you can tailor your approach to show your gratitude in ways that will resonate most with individual customers.
Pay attention to customer feedback, even if it’s negative
Whether you’re looking to develop a positive reputation, or simply improve your product and services, listening to customer feedback is essential. While some businesses may take negative reviews personally, it’s important not to do so. Understanding how customers view your business will help you understand where there are opportunities for improvement.
Don’t be afraid to ask for feedback from those who have left negative reviews. This allows you to work through issues and make improvements on future projects or iterations of existing products or services.
Provide an exceptional onboarding experience
If you’re not actively thinking about how to make your onboarding experience exceptional, then you are doing it wrong. The first interaction a customer has with your company is essentially a two-way interview. It’s an opportunity for both parties to learn about each other and figure out if they want to continue the relationship. The customer needs to feel like they are in good hands, and the company needs to ensure their product or service provides value for their customers so that they will keep coming back.
Customer retention is a key strategy for any business. With so many competitors out there vying for your customer’s attention, it’s important to give them everything they need and want to keep them coming back. The strategies you’ve highlighted here are just some of the ways that companies are doing this successfully — but there are plenty more options out there as well.