4 Great Ways to Retain Customers

How can you keep your customers connected to your business?

Finders, keepers: you know that you need to find new customers, but how do you keep them once you've connected with those customers? According to the Harvard Business Review, "acquiring a new customer is anywhere from five to 25 times more expensive than retaining an existing one."  As a small business owner, you need to safeguard your investment in your customers. What are some techniques that you can use to increase customer retention? 

1. Standout Employees 

Your employees need to be trained not just to do their jobs but to excel at customer service. What does a well-trained employee know? 

• How to ask questions to get information about customers
• How to answer customers' questions 
• How to show authentic interest in customers' needs
• How to connect with customers who are upset 
• How to interact with customers in person, on the phone, and online, and how these are different
• How to show expertise in an area, not just competency

Not everyone belongs behind a customer service desk or on the floor as a salesperson. Hire people who are naturals at engaging with customers so that you don't need to retrain or reassign grouchy or quiet staff.

2. Develop a Loyalty Program 

According to Entrepreneur Magazine, "regulars can be the best word of mouth for your business." Treat your ongoing customers well, and they'll not only return, but they'll also bring their friends. Find out what products your regulars purchase and offer discounts or promotions on those products. Give them access to a loyalty program with exclusive promotions that they'll only receive when they sign up for the program.

3. Build Relationships Online 

Social media is a way to cement your ongoing relationships with your customers. If you can get people to follow you on different social media platforms, you can use these venues to make offers, ask questions, and invite your customers to share their experiences. Sharing these experiences online can also connect you to other prospective customers, as customers mention your deals or share your quotes, ideas, and questions with others. Social media is also a way to learn about your customers' values and show how you share those values with your customers.

Connect with your customers through targeted text messaging

4. Develop Strong Communication Methods 

How do you talk with your customers? Developing ongoing communication methods is a way to remind customers to return to your business and cement your relationship. It's also a way of becoming a trusted, reliable resource in your customers' lives. 

Segmented email lists can help you communicate with a specific sub-group of your customers, offering them news and opportunities that suit their particular needs.

Blog posts connect you to interested customers and help your existing customers understand new issues in your field, establishing your business as an expert.

Did you know that more than 95% of text messages are read within 5 minutes of receipt? This far exceeds the open rate of an email, and you can easily customize and target your text messages as well. Whether you're sending your customers a reminder to complete an order or connecting with them about an upcoming deal, sending your customers a text message can be the convenient reminder that they need to engage with your business. 

Are you curious to see how text messages can help you connect with your customers? At EZ Texting, we're here to support your customer relationships. Increase your customer loyalty through text messaging: sign up for free today.