Maintaining Your Customer Retention – A How-To Guide

how to maintain customer retention improve customers loyalty

No matter if you’re a customer or a client, there’s no denying that you will always have a desire to expect more when it comes to the service you receive. Consequently, it’s vital for companies to aim to go above and beyond in order to ensure their customer’s experience is the best it can be. At the end of the day, if you want to be successful, you must look after your customers, regardless of the industry you’re in. 

In this guide, Lookers (stockists of the VW Caddy) explore which services companies offer to make sure clients and customers continue to return. Rewarding loyal customers Hotels place a lot of reliance onto returning guests as a loyal customer base can be very profitable. Putting it simply, it’s easier and cheaper to service an existing customer rather than finding a new one. Plus, returning customers are also known to spend more than first-time customers. One way to maintain customer retention is to reward loyalty. 

Weekends are of course the most popular time of the week to book a hotel. However, rewarding those who often use your services with off-peak period offers can make them feel appreciated while also filling your spaces during the quiet times. By enticing them to make a booking that they feel is too good to miss, you will increase your sales at the same time as making your customer happy. It really is a win- win situation! 

This is the same in other industries, too. While we often see ‘new customer’ deals, it certainly benefits from offering your existing clientele rewards. This tried and tested program has been proven to boost growth and can boost your reputation. Loyalty programs are effective marketing tools that can go a long way to making your business a success. 

Personal Touches 

Positive interaction can come in the form of a personal note. Have you ever noticed your waiter or waitress leave a simple thank you signature on your bill? Such a simple addition can make the customer feel appreciated and this is evident across all industries, whether it’s a hand-written note or an email on purchase. 

Making sure they’re kept up to date works in the same way also. By providing regular updates of your product or company, while using their first name, you are showing customers you care about them and are looking out for their needs. 

A key selling point is remembering special events. Is it their birthday? If so, how can you make it special? Showing that you care about them by personally recognising key events in their own calendar can prove that you appreciate their custom. For larger companies this may just be an email, whereas smaller companies may go one further and drop them a card or a call – if you have a great relationship. Why not include a discount off too to once again tempt them into purchasing your product? 

Ask For Feedback 

If you ask a customer for feedback, you indicate to them that you’re engaged and want to improve your service. Whether this is a short survey online or on review sites such as TripAdvisor, you should always make sure to respond to your customers’ answers. This is extremely important to smaller businesses as 90% of consumers indicate that their decisions are influenced by online reviews, according to a BrightLocal Local Consumer Review Survey. 

Actively participating with reviewers and reaching out to them personal shows that your existing and potential customers that you are focused on providing a great service for them and appreciate their comments. After all, communication is key. 

Create A VIP Service 

In a similar fashion to a loyalty program, VIP treatment is appreciated by customers. By offering a service that’s above and beyond the normal level of service, a customer can feel important. EasyJet, for example, offer their customers the chance of speedy boarding, while there’s also special VIP lounges at the airports to get away from the hustle and bustle that busy airports often are associated with. 

Another great way those in the hospitality industry have been going above and beyond is by providing shuttle buses. By offering a shuttle service to and from key destinations, including the airport, you will be adding a personal touch and making your customer feel valued. Organising customer transport can reduce stress levels and allow them to have a better all-round experience. This in turn boosts customer retention and loyalty in the short and long term. 

Pay Attention To Your Customer Retention

It’s obvious that existing customers carry huge importance for the success of your business. By following the steps listed above, you stand a great chance of acquiring a loyal customer base who will recommend your service and allow you to continue growing.

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