Growing your business focuses on more than getting new customers. While it’s an important aspect, keeping the customers you have is just as important. With good customer retention, your current customers will promote your business, naturally bringing in more customers through word-of-mouth referrals.
In short, retaining customers helps increase business growth, resulting in higher sales and profits, and you’ll deal with less turnover.
How to increase your customer retention
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Provide Excellent Customer Service
Providing excellent customer service is the number one way to retain customers. Don’t just do what customers expect – go above and beyond. Wow your customers, so they want to talk about your business to others and refer your business to them.
Think about your customer’s pain points and research your competitors. See what gaps they leave regarding what customers desire and find a way to fill them. This usually includes providing excellent customer service and providing the products and services other companies don’t offer.
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Create a Customer Loyalty Program
A loyalty program is a great way to keep customers coming back. It gives them a reason to use your business instead of trying another when they know they can receive points or gifts for using your business again.
The more value you provide your customers, the more likely they will be repeat customers.
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Have Excellent Communication
Always have excellent communication with your customers. As a business owner, this can feel difficult since you’re pulled in many directions, but it’s important.
Offer your customers many ways to contact you, including phone, email, live chat, and social media. Even if you have receptionists answering your phones or messages, jump in periodically and talk to your customers yourself.
Let them know you have an open door and will listen to anything they say, question, or recommend for your business.
Let your customers provide you with feedback about your business. This could be the most valuable information you receive because it tells you what your customers want.
Ask for feedback after they interact with your business by sending emails or providing a survey if they check out in person.
Use the information they provide to improve your business. Don’t take offense to what they say if they criticize something. Instead, use it to understand what you can change to have happy customers and increase customer retention. It will be best for your bottom line.
Final Thoughts
Customer retention is just as important as recruiting new customers. Today's competition is tough, so you must go above and beyond to ensure you stand out from what others offer.
Easybee’s virtual receptionists can provide the best customer service for your customers. Our receptionists are professional and experienced, helping you provide an excellent reputation for your business that keeps customers returning. As your customer base grows, measures to increase customer retention are important.
We are here to help, contact us today.
