7 Top Tips for Customer Retention
Long-term customer retention is much more difficult than simply making a potential consumer aware of a retailer. However, new technology is providing innovative marketers with plenty of ways to tackle the problem. If you’re a digital marketer, a social media maven or a small retailer trying to grow your online presence, you’ll want to make sure you use a few of the following tips to keep customers coming back for more. These seven strategies are demonstrably effective ways to improve your long-term customer retention tactics with cutting-edge tools and techniques.
1. Native Ads
Many people ignore ads when they know they’re ads. The solution is to make sure your ads look and feel as close to the content on the page where they’re being displayed as possible. Many advertising platforms offer ads that are specifically designed to look like organic content. Known as native ads, these advertisements attract customers who think they’re just going to read another article from the site they’re already on. Of course, the trick is to make your landing page engaging so they don’t feel short changed when they click the ad and end up there instead. Ads that feel like content will actually make your customers look forward to seeing them, and turn them into loyal buyers.
2. Strategic Social Sharing
It might feel like talking about the importance of sharing content on social media is just stating the obvious, but the truth is that most brands don’t know how to share properly. It’s not just about putting content out there. You also have to make sure you’re producing content that will resonate with your target market. That’s where you can benefit from investing in some tools that will help you focus and improve your online presence. Acquire analytics, get notifications whenever your brand is mentioned, and learn what your ideal customers are saying so that you can cater to them more effectively. If you do, they’ll begin to see your content as something they want more of instead of something to filter out.
3. Buy Buttons
One consequence of the tech-laden age we live in is that people have shorter attention spans. Simply put: you can’t make them jump through too many hoops, or they won’t buy. That’s why putting buy buttons directly on your social media pages is a good idea. Customers who have to go to a different page to make a purchase may feel inconvenienced, whereas those who can buy from you at the touch of a button will be more likely to do so again and again.
4. Mobile Optimization
At the end of 2017, mobile holiday shopping visits in the United States outnumbered desktop visits. That means brands cannot afford to ignore their mobile sites if they want to keep customers over the next few years. Make sure that your mobile site loads quickly, has a user-friendly design, and offers all the same features that your desktop site does.
5. Direct-to-Mobile Rewards
Customers love rewards, but do you think they love having to print out coupons at home before they can use them? Not a chance. Streamline the rewards process by sending deals straight to their mobile devices. You can even use geotargeting to offer discounts to customers when they are near your store. Do that, and you can bet that potential customers will be making many more trips to your area.
6. Updated Customer Service
Customer experience is at the heart of customer retention, so it’s vital that you invest in your customer support infrastructure. Are you still relying on a single phone line that can only be answered during business hours? That’s not enough. Invest in a chatbot that can deal with customers on a 24/7 basis, and you’ll find that people will be much more satisfied with your brand.
7. In-App Purchases
Social media and mobile sites are important, but your app should be just as intuitive. Make it as easy to buy products through the app as it is on your site or profile, and you’ll make it easy as pie for your customers to buy your products or services. The goal should be to help customers buy from you no matter where they are or what channel they’re using to connect with your brand.
Remember: repeat buyers spend five times as much as first-time customers, so you need to make it as easy as possible for your customers to buy again. More opportunities to purchase equals more purchases in the long run. It’s really that simple. Use the tips above to ensure that your customers have every reason to keep coming back.
Nick Rojas combines 20 years of experience working with and consulting for small to medium business and a passion for journalism to help readers grow. He writes about technology, marketing, and social media for the aspiring entrepreneur. When Nick is not sharing his expertise, he can be found spending time at the beach with his dog Presto. @NickARojas