Monday, June 5, 2023
Bringing the Latest in News Straight to Your Screen

Four Simple Ways To Reinforce Customer Loyalty

By News Creatives Authors , in Small Business , at September 22, 2021

Founder & CEO at Millennial Services, a dedicated call-center services provider.

For many businesses, customer acquisition is the focus of their marketing campaigns. Yet, changes in the business landscape have Gartner reporting CMOs will move their focus to customer retention over acquisition this year. After all, it can take thousands to acquire a new customer and very little to maintain customer loyalty.

Given today’s business environment, companies are looking to the long-term value of existing customers, and marketing departments are taking control of the buyer’s life cycle. Forrester has predicted that loyalty and retention marketing budgets will increase by 30% in 2021. But in my experience as the founder and CEO of a call-center services provider that specializes in retention, increased spending doesn’t always translate into improved customer retention. Sometimes, it is the simple things that make the biggest difference.

1. Engage customers with email updates.

Using email to retain customers may seem counterintuitive. After all, it’s been said the average number of emails a person receives in a day exceeds 100. Won’t people just ignore them? Maybe not. After all, you can use emails for win-back campaigns. For example, suppose you have customers who buy once or twice and then seem to disappear. You can set up automated emails to reconnect with these customers who haven’t purchased anything for 30, 60 or 90 days. I’ve found win-back emails can be an excellent way to reengage customers and increase retention rates.

But before companies can send emails, they need email addresses. Make sure customers leave their email address with your company, whether you ask for it when they make a purchase in-store or during the checkout process online. As your email list grows, develop a consistent schedule for sending emails. Whether it is once a week or twice a month, the key element is consistency. Just remember to give customers an easy way to opt out or unsubscribe from a mailing list.

2. Inspire customers with real-time messaging.

Text messaging, when handled appropriately, can be used in your efforts to increase customer retention. However, I’ve seen through my company’s texting support services that sending too many texts or messages with irrelevant information are sure ways to annoy customers. Instead, focus on sharing information about sales or promotions. Maybe your company is sponsoring a local event, for example. Whatever the content, make sure it has value for the customer.

If you decide to leverage text messaging, it’s also important to look at useful key performance indicators. When properly configured, texts can show open rates, opt-outs and link clicks. With these metrics, marketing departments should adjust their content to ensure a better response from consumers.

3. Connect with customers over social media.

The average person spends more than two hours on social media sites per day. And much of that social interaction is through mobile apps such as Facebook, YouTube, TikTok, WhatsApp, Instagram and Twitter.

Make sure your company has a social presence that is active and engaging. With 4.2 billion people using social media, the right message can remind customers that your company exists and is worth doing business with.

4. Contact customers through outbound calling.

Outbound calling might seem too “old school,” but it is a method that I’ve found can work when it comes to reaching customers. Not everyone wants to interact over the internet or through social media. Sometimes, customers want to talk to a person.

Use outbound calling to reconnect with customers or to check in with existing ones. The essential element to keep in mind is to use the conversation to learn more about your customer. Do not view it as a “sales call.” Instead, ask questions about how they are enjoying the product or what they liked best about the service. If customers believe your brand is interested in them, they will be more likely to remember the brand when they make their next purchase.

Developing relationships with customers is about strengthening brand loyalty, which in today’s market is difficult to achieve. People may not answer their phones if they don’t recognize the number. Don’t give up. Be prepared to leave a voicemail. In my experience, most people will listen to it later and respond.

Improving Customer Retention Rates 

Maintaining a relationship takes time — a limited resource for any company. But, customer retention can save money when looking at the customer life cycle. It may involve win-back email campaigns, text message marketing, connecting over social media or outbound calling.

And remember: There’s no need to feel awkward if your budget is thin at your starting point. Many organizations operate under budget constraints. From my years of experience, I have learned that being simple and providing sincere communication can be effective in retaining customers and increasing brand loyalty.

Forbes Business Council is the foremost growth and networking organization for business owners and leaders. Do I qualify?


Leave a Reply

Your email address will not be published. Required fields are marked *