So you are paying for SEO and have increased website traffic and ave more converting customers, but it’s hard to retain your existing clients, and in the current economic climate, it is more important than ever to be skilled at customer retention in small businesses.
Small businesses often have to be innovative and creative to keep their customers coming back, but the good news is there are some clever and simple ways for small businesses to increase their customer retention.
This blog will explore 5 keys ways to keep your customers coming back for more!
Go above and beyond for your small business customers
We know that customers are more likely to return to a business that goes the extra mile. This can mean delivering at a time that suits a customer, offering extras or quite simply good customer service in general.
Have a think about what your small business could offer at little cost, but that would make a big difference to your customers.
Utilise Social Networking
Your company should have a profile on Twitter or Facebook, and using it to answer questions, tweet about new products or give your loyal followers special offers or discounts can help to build brand loyalty.
It can be time consuming to manage a company’s social networking activities, and it pays to have a dedicated member of staff whose job it is to monitor feeds at all times.
Understand your customer journey
Knowledge is power and if you can identify customers who all of a sudden are ordering less or complaining more, you can take a prompt action to address any issues before you lose the customer.
Systems and processes to log orders, calls or nurture emails can be put in place to do this effeciently.
Be proactive with customer contact
Small businesses often sit back and wait for a customer to contact them and tell them about any problems they are experiencing. Being proactive with customer contact increases customer retention by adding that extra nurturing element to your business. This can involve automated emails to touch base and check that everything is ok or letting cutomers know if there will be delivery delays.
Consider your staff
If your business operates a performance related pay structure, always include staff targets based around great customer service such as decreasing the time taken to respond to emails, or increasing the number of customers who come back to make a repeat purchase from the company.