In today’s economic climate, there’s definitely been the need for a more customer-focused environment. Companies are no longer looking for those one-off sales, but are actually spending a fair amount of time on creating strategies that will help them retain customers.
In a recent study, it was found that a 20% customer retention rate was the number to strive for, but it can really differ by industry. For example, a mattress store is not going to have as many repeat customers as a clothing boutique.
And when we look at customers and how to keep them engaged, this doesn’t just apply to companies that actually sell items and services. Any business that thrives on returning visitors, long-term advertisers and the like, will also need to understand the best ways to keep these supporters interested in their companies, feeling invested, and constantly reminded of their value.
Here are a handful of quick tips that will ensure that everyone involved in your company is constantly engaged.
Keep Them Up-to-Date With New Features
Companies are always looking for innovative ways to acquire new customers, and the problem is that some of those new customers could very well belong to you! So, this means that you always have to keep an eye on ways that you can improve your products and services, as well as share this exciting information with your existing customers.
Carter Reum of M13 says: “With so much competition in the current business environment for every niche, it’s super important to keep your customers engaged after you acquire them. Too often, companies are ready to move on to the next set of leads, but it’s more important than ever to retain as many customers as possible.
One way to keep your customers engaged isto let them know about new products or features that they may be interested in. And if you want to make them feel really special, clue them in before the official launch. Every customer should feel like a VIP.”
Ask for Feedback on a Regular Basis
Depending on your industry, there are a number of ways that you can find out exactly what your customers think about your latest online feature, a new product rollout, or your freshly-trained customer service team. Many companies may send out a survey a few days after a purchase, or the development team may create a questionnaire that helps provide information on what they’d like to see in the future. However, the best approach may also be the most direct.
The most personable way to find out your client’s thoughts is to simply ask,” adds David Hatfield of Body & Soul Personal Training. “Whether I’m getting a session started or just wrapping one up, it can be really enlightening to ask, ‘What did you think about your last workout? What did you like? What wasn’t your favorite part?’
Learning what your clients are thinking and feeling can help you determine how to move forward, and how to specially design flows that best fit their specific needs. Because the obvious fact is that if they don’t feel heard and appreciated, they’ll find someone else who can fill in those gaps.”\
Let Them in on Your Goals and When You Reach Them
Some companies have a problem with transparency. While there are obvious things that aren’t appropriate for sharing on a regular basis, there are dozens of other areas that can help keep your supporters engaged. Feeling “in the know” can create a connection between a business and their customers or advertisers, and we all know how valuable a connection is in the digital business world today.
Ryan Rottman of OSDB Sports elaborates, “Customers are more and more savvy these days, which means that companies must also step up their game. They’re making much more educated decisions, which means that they’re constantly looking for ways to gain more information about their campaigns and investments.
You can build a culture of transparency by letting your customers know when you’ve reached an important goal, and what your next move might look like. Do everything that you can to make them feel as if you’re all on one big team, where you’re working together toward a common goal. Because the simple truth is that, at the end of the day, that’s exactly what you’re doing. Your success is their success, and vice versa.”
Stay Engaged Via Social Media
As we’ve mentioned, the digital age in which we live has definitely changed the way in which we communicate, with both employees and customers alike. And for companies hoping to engage their customers and create a better overall customer experience, the opportunities are numerous.
However, social media has made it possible to communicate with your customers in real time, as well as comment and answer questions. Who knew that platforms once designed to help friends stay in touch would be so impactful for businesses?
Christian Bogue of 365 Pronto also mentions,” Social media has filled a void that never could have been anticipated. If you stay active on your company’s social platforms, you can engage with your customers in a more casual atmosphere, building more personal relationships.
Additionally, it presents the perfect opportunity to jump into conversations and showcase your knowledge in your niche. Sustainability and clean tech, for example, are such hot topics these days. So, it’s pretty simple to jump in with EV tips, or address concerns about solar panels, for example.”