Entrepreneurship Tips For Growth

10 Small Business Customer Retention Techniques

Small business marketing can be difficult and expensive. Finding new clients is expensive, but keeping existing ones is much less expensive. Keeping as many customers as possible makes financial sense for a small business owner on a tight budget.

Remember that numerous businesses of all sizes lose a lot of customers each year. The typical loss is about 20%, but in some industries that number can increase by four times. You can see how simple it is for business growth to slow down and reverse if this continues over time. Therefore, it is crucial to consider more effective ways to keep your customers.

Look at these ten approaches and see if you can use any of them.

1. Embrace feedback.

Customer complaints can be challenging to handle, but they will occur. A company is frequently evaluated on how it responds to complaints, not on the substance of the problem.

Investigate ways to significantly improve your complaint response before beginning your retention strategy. It’s a known fact that many dissatisfied customers will keep quiet, so you should find a system to track complaints as well. You might get another chance if you can get in touch with them before they go home and think about what happened.

Negative customer experiences can still happen even if they aren’t reported to you. And there’s a good chance they’ll share it with others in their social circles.

2. Seal up the holes.

Good luck with your customer service and try to figure out where you’re losing clients. All businesses will inevitably experience some losses; it’s just a fact of doing business. But the plain truth is that many businesses develop complacency after investing a lot of time and money in establishing core support.

They allow things to slip, and before they know it, their customers begin to shop elsewhere. Then, they must once more concentrate their time, energy, and resources on finding new customers. You can find out where your standards are slipping by conducting a thorough customer service audit once a month.

3. Recognize the worth of the customer.

There is a lifetime value for every customer. That sum won’t be significant if they only purchase one item from your shop. However, it is simple to understand the value of keeping that customer if you continue to receive their business over the course of several weeks, months, and years. It will also provide you with a good idea of how much you can spend on them while still making a profit.

Introducing loyalty cards or programs is a good way to determine a customer’s value. It has a lot of advantages, which we’ll discuss later. In order to calculate your customers’ lifetime value more precisely, it can help you get a clear picture of their purchasing patterns.

4. Begin promoting the post-sale phase.

Keeping that important relationship going and getting more from each customer is possible through aftersales. Say you run a business that installs stone floors. The client pays you to install the kitchen floor tiles you sell. Getting them on an aftercare or maintenance plan will open up a lot more opportunities for you, even though it may seem like the transaction is over.

One year after the sale, you will return to your client’s home to have the tiles professionally cleaned. You will be available to offer your services at that point if they decide to upgrade the bathroom floor. It’s all about giving your customers little nudges and easy ways to stay on their minds when it comes to marketing and advertising.

5. Adopt values.

The consumer of today has a wide range of options. In addition, consumers are starting to be much pickier about the businesses they choose to do business with. The growing popularity of green businesses serves as a good illustration. Since climate change is receiving so much attention, many customers are choosing eco-friendly businesses. You can distinguish yourself from the competition by following these kinds of rules. Customers appreciate the respect you have for the environment. If handled properly, it ought to result in a committed union.

6. Make contact.

Regularly communicating with your clients will keep you at the top of their minds. Several options are available. Calls made after a sale are very effective for gauging customer satisfaction. Of course, you can also use email to distribute newsletters and exclusive deals based on previous purchases. This information from Market Motive suggests that email marketing can help you keep customers.

Additionally, it may increase the lifetime value of your customers. Avoid placing your company among the many small businesses that frequently overlook this useful tool.

7. Make a customer calendar.

Of course, reaching out is a good thing. But when should you get in touch with your customers? After-sale calls and letters have already been mentioned. However, you can also send pre-sale offers, holiday or birthday cards, and invitations to events. People will be pleased that you are thinking of them, which will not only result in a positive response.

It reaffirms their decision to work with you initially and gives them a sense of value. So, give making a customer calendar a try. To achieve the best results, highlight special dates and use them in conjunction with your marketing.

8. Provide your staff with training.

All employees who interact with customers must receive the necessary training. Each one represents your company, and showing negligence or a negative attitude will cost you and your customers. Of course, there is no such thing as perfect customer service. But with training, you’ll be able to raise the bar for your clients and establish a set of standards.

A few customer service fundamentals can help with retention. A great place to start is with prompt replies to emails or phone calls. You must always follow through on your promises. Finally, take advantage of the fact that you are a small business. Instead of treating them like clients, treat them like friends. They won’t receive it from your larger, corporate rivals.

9. Reward schemes.

For a very simple reason, large retailers and superstores offer loyalty cards to their customers. It’s because they function. When people start receiving benefits for their purchases, they are much more likely to make another purchase, and the outcomes can be astounding. Customers may show their loyalty to you, but you can also learn more about their purchasing patterns through these programs.

You can learn a lot about the products that they enjoy by looking at things like how frequently they purchase them. You can use this crucial information in order to create an alluring package that will entice them to come back repeatedly. But cards aren’t the only option for loyalty programs. Each customer can be tracked, and you can give them rewards based on how long they’ve been a

10. Measure everything.

Our last point is an important one that you’ll need to consider. Without a means of measuring them, you won’t be able to determine how effective your new strategies are. You must specify your retention rate for every week, month, and year.

There are several ways to accomplish this, but the most straightforward one is as follows. Consider the total number of clients you have assisted by the end of the time period. Determine how many new clients you have acquired and deduct that number from your starting point. When you’re done, divide the result by the original number of clients.

You’ll then have a rough idea of the number of customers who are still using your services. Once you know that amount, it will be simple to make improvements.



Joshua Firima

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