What are some of the best practices for customer retention?

How to successfully improve your customers retention rate

According to a Bain & Company study, 60% to 80% of customers who say they’re satisfied with a business do not return to buy again.

So as you can see, encouraging existing customers to buy again will REALLY help with profitability.

What do you do to create more customer loyalty and more customer resales?

Have a good onboarding program

Marketing automation software tools are not JUST useful for nudging people into becoming customers, marketing automation can be used to onboard customers better.

This is especially true when your product or service is a bit complex.

Using marketing automation in your welcoming series to help them learn how to better make use of what they bought goes a long way.

Offer video tutorials and blog posts of how others have used your products and/or services.

The main idea here is to help your customers know how to find help in your business.

Content for your existing customers

As much as content is important to customer acquisition and demand generation, it is also important to customer retention.

Create content accordingly, and use it with the marketing automation tools mentioned in the prior section.

Ignored customers fade away

If you can, it really pays to monitor who does and does not use your product. If someone hasn’t used (or ordered) in a while, check in with them.  Send them a message or can call them. Find out what they’re up to. This is not a sales call per se, but these calls do result in additional sales.

Pay attention to complaints

Don’t make a mistake of ignoring or dismissing customer’ complaints. They provide precious information.

By paying attention to and responding appropriately to complaints, you can turn an angry customer into an advocate.

In closing,

One secret of smart marketing is increasingly the prioritizing of customer service and customer retention.

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