3 Retention Marketing Tips to Keep Your Customers Coming Back
It seems like almost all small and medium-sized business owners tend to fall into the same marketing trap. You’ve built your company from an idea to a startup, and now it’s really starting to take off. You’re getting more new customers every day, but… how many of them are sticking around and/or coming back for more?
The first few months (or even years) of your business’ life may run almost exclusively on marketing to new customers, but there are really only so many new customers in your niche. Entirely too
many business owners fail to see this, and they spend all of their marketing money and efforts on gaining new clientele instead of focusing on retention marketing to build customer loyalty.
New customers are great, but they’re not sustainable. If you only focus on growing your customer base with new clients, you’re essentially putting a cap on how many sales your business will make. If, on the other hand, you shift your focus to retention marketing and customer satisfaction, you’ll make significantly more sales as your existing customers keep coming back to you whenever they need new products or services in your niche. So, what can you do to improve customer retention and make more sales?
Know Your Audience
This seems obvious, but you might be surprised how many business owners really don’t sit down and research their target market. Start by doing some market research and analysis. Find out as much as you can about your ideal customer:
How old are they?
The more you can find out about your customers, the better you’ll be able to market to them to get them to keep coming back to you. If you know the answers to these and other questions about them, you’ll know what kinds of products they purchase over and over again, which marketing techniques they respond the best to, and what you can do with your retention marketing strategies to entice them back to your brand.
Say “Thank You!” and Ask for Customer Feedback
After you’ve made a sale, don’t just leave your customers hanging. If you’re an online retailer, send them a confirmation message that thanks them for shopping with you and lets them know that you’ve gotten their order and will get it to them as soon as possible. Brick-and-mortar businesses can do the same thing by collecting customers’ email or mailing addresses after a sale and following them up with a “Thank You!” message.
You should also follow up with your customers after each sale to ask for feedback. Find out if they’re happy with their purchases and if they’d recommend shopping with you to their friends and/or colleagues. If they’re not happy with your service or products, do whatever you can to fix the problem, and you can turn an unhappy customer into a happy, loyal one with very little effort.
Encourage Your Customers to Follow You on Social Media
You can further help your retention marketing strategies by encouraging your customers to follow you on Facebook, Twitter, Instagram, and other social networks. Use these platforms to share interesting information, news and updates on your latest products and upcoming sales, and other valuable content. When you do this, you’ll show your customers that you care about their experience and about making their lives better. They’ll continue to follow you on your social media accounts, and they’ll be very likely to share your posts with their friends and followers, too.
Modern marketing and advertising is about building trust and relationships. So, if you focus on getting to know your customers, showing gratitude for their business, paying attention to feedback, and sharing quality content with them on your social media platforms, you’ll be well on your way to having a bulletproof retention marketing strategy. Focus on these aspects of retention marketing, and you’ll see your customer base continue to grow while gaining more sales from repeat clients, over and over again.