For the past 4 years, I have been privileged to work with different types of entrepreneurs in building their brands profitably and I am always amazed when people tell me how much they desire to have new customers. When people ask me how important it is to focus on customer-retention strategies, I respond by saying it is very important. A bird (customer) in hand is worth two (prospects) in the marketplace and that’s why it’s important that in as much as you are looking to attract new customers, you put in effort into retaining your current and old customers.
Retaining customers is one of the indices of a brand in good standing and I wrote a chapter about customer-retention strategies in my revolutionary book, UNEQUALED. If you are yet to get your copy, get it here now.
Okay, let me share some proven strategies for customer-retention in 5 easy steps.
1. Add a personal touch: Everyone including you loves to feel special and because of this, I intentionally created an atmosphere of “personal touch” in my brand. My team and I work hard to create a personal experience that is hard to get elsewhere for each customer. When our customers come, they are enthralled by how much personal touch we add to the entire experience and this makes them stick with us. You should do that too. Come up with ways in which you can treat your customers first as a human before you treat them like a business treats its customers.
2. Educate the DIYs: The DIYs are the Do-It-Yourself people. These are people that might not buy from you often but when they are ready to buy, the only brand they will think of is your brand. That’s why it’s important to incorporate some form of a learning experience in the way you do business. Teaching and empowering others about certain parts of your business is not only an excellent customer-retention strategy but also a powerful customer-attraction strategy. The people you teach and empower are more prone to helping you share your brand message to other people in their life who meet the definition of your target audience. If you want to retain your customers, you must do more than sell, you must also educate.
3. Conduct a research: Many times when people hear the word “research,” they feel intimidated. However, I’m telling you, there is nothing to be scared about. Research is just a fancy term for gathering pertinent information. When you ask your customers certain questions, it gives you insight into what you are doing well, what you need to develop and sometimes, what you need to introduce. Conducting a research helps you take the guesswork out of building a profitable brand. Depending on how you word the questions in your research questionnaire, the answers might be exactly all you need to move from barely surviving to greatly thriving.
4. Create a clear difference: In order to retain your customers, there must be a clear difference between what your brand offers and what your competitors offer. You cannot afford to blend in, you must stand out if you truly want to retain your customers. One of the ways we create a clear difference between Onpoint Success and other competing brands out there is authenticity. We are authentic in the way we deal with our customers and we bring an unparalleled level of expertise to the table. What about you? Why should a customer stick with you and not your competitor? What is the “clear difference” that sets your brand apart?
5. Testimonials: These are powerful tools that help build social proof and ultimately helps you to retain your customers. If your current customers are not inclined to blowing your trumpet, it simply means they are “managing” and once they have an alternative, off they go. Per my experience, if you treat your customers right, go above and beyond the call of duty and keep to your word, they will gladly give you unsolicited testimonials.
Thank you so much for reading! What other ways do you think you a small business owner can retain more customers? Please leave a comment. Also, if you found this piece valuable, kindly share with others.