As an Atlanta business owner you know the importance of acquiring new customers; after all, where would you be without them? What many companies fail to put enough focus on is customer retention. It’s all about balance – acquiring new customers, and keeping existing clients loyal and engaged. Our Atlanta digital marketing team has a few suggestions to help make your retention efforts more successful!
Always place an emphasis on excellent customer service. It should be a priority! When a customer has an issue, handle it immediately and follow up to make sure you resolved the problem to the customer’s satisfaction. Stellar service is key to keeping clients loyal.
On the topic of customer issues or complaints, look at these problems as an opportunity rather than a headache you don’t have time for. This is your chance to engage by not only resolving the issue, but using additional services to thank your clients for their business. Think discount on a future service, coupons, a free product/service, etc.
Communicate with customers frequently. Whether through emails, social media, or even postcards, it’s important to stay in touch with existing clients. Consumers love coupons, so you may want to send one in the mail or even email out a coupon code they can redeem online. Keep customers on top of upcoming sales or deals, new items, etc. Social media is a great way to engage with existing customers and stay connected, but be smart and focus your efforts on a few platforms rather than a dozen. Thank your customers for sharing your posts, comment on their thoughts or praise of your company, communicate in a way that shows you are a real person who cares about your customers.
Who doesn’t love frequent shopper programs? Everyone loves to save, whether it’s on a service, food, clothes, cosmetics, or other consumer goods. Sticker or punch cards work well, and customers will come back again and again so they can fill up those cards and redeem the rewards.
Consumers want a great experience with the brands they buy from. Shouldn’t you add retaining customers to your marketing efforts? Of course you should; after all, lost customers equal lost revenue and it could potentially cost you additional new business if the customers you lost start detailing their negative experience to others.Google+