As someone who has years of experience working with small business owners, I understand that maintaining relationships with customers can be difficult. For one reason or another, customers leave and it seems like there aren’t any customer retention ideas that work to prevent them from doing so.
For many small business owners, time spent trying to reduce churn rate would rather be used to form new relationships and focus on business. We understand that it can be difficult to juggle everything involved in operating your business while also trying to retain customers in new and exciting ways.
This is why we have put together 4 simple but effective customer retention ideas for small businesses. The goal of these customer retention ideas is to help you keep customers around without spending a lot of time or money in doing so. Let’s take a look.
1. Let customers know that you care
The first simple but effective customer retention technique we are going to look at is letting your customers know that you care. For far too long businesses have been content with a neutral relationship between them and their customers, but no longer.
In today’s day and age customers expect to be treated well. Businesses that aren’t making an effort to do that will soon realize that unless they purposefully reach out to their customers and let them know they are valued, those customers are going to leave for someone who will.
How do we do this?
There are a few ways in which you can convey to your customer base that you care about them. For instance, simple things like sending thank you emails or having excellent customer service can improve a customer’s opinion of you.
Other, more complex solutions can involve creating a customer loyalty program or employing a push notification service. In whatever way you decide to approach it, the important part is that your customers know that you care about them.
2. Engage customers in new ways
The next customer retention idea that can make a difference for your business is engaging customers in new ways. With incredible emerging technologies coming out every year, there is a plethora of ways to engage your customers that you should be taking advantage of.
Customers want to feel like they are valued and a very easy way to do this is by engaging with them. This could mean reaching out to them on social media, employing a user engagement platform, or many other solutions.
The part that matters is that through engaging with your customers, you are able to learn more about them. By learning what makes your customers tick, you can uncover new ways to meet their needs. This works the other way too. As customers get to know your company better, they are more likely to stay a customer for longer.
3. Provide value beyond initial offering
Another customer retention strategy that has benefitted many small business owners is providing additional value beyond your initial offering. While there are times when customers simply want to get what they need from you and leave, there are others who are looking for a company to provide additional value.
This could mean advertising related items to them after their initial purchase or providing support for answering their questions. The important part here is that you are seen as on the customer’s side, not as someone who is simply trying to sell them something.
How do we do this?
There are a multitude of ways to provide additional value to your customers, so it is up to you to decide how best to approach your own customer base. However, there are a few tools you can use to help you out.
- SMS Marketing: SMS has become one of the most powerful ways to meet your customers where they are and provide additional value. Start an SMS marketing campaign to get pertinent information into the hands of your customers with ease.
- User engagement metrics: As we mentioned earlier, by studying how your customers interact with your company you will have better insight into how best to serve them and provide value. Utilize user engagement metrics to understand where you can make improvements.
- Email marketing service: While SMS has become more powerful than email, customers are likely more familiar with receiving branded messaging via email. Use all the tools at your disposal and try reaching them via email as well.
Each of these tools can help provide additional value to your customers at a relatively low cost. If you are looking for customer retention ideas on a budget, this is one of the best ways to go.
4. Listen to your customers
Our final straightforward yet powerful customer retention idea is something every company should be doing: listening to their customers. After all, as a business it is your job to cater to your customers, it would make sense that you listen to them to find what they want.
The whole point of customer retention marketing is to ensure that your customers are happy with what you are providing. An easy way to make them happy is to make sure that they know that they are heard.
Make it easy for them to give feedback on your products and services, be it on your website or mobile app. Then, actually use the information that they give you. Far too often small businesses send out customer satisfaction surveys and then do nothing with the information. This is foolish. If you customers are willing to help you out, you should be willing to return the favor.
While there are a lot of different customer retention ideas, solutions, and strategies out there for you to take advantage of, we hope that these 4 simple but effective ideas can give you the starting place you need to begin taking customer retention seriously.
As more customers begin to see the improvements you are making to your relationship, the more satisfied they will be. Hopefully these tactics will allow you to move on to more sophisticated strategies, but never forget this foundation. Each of these tips will serve you well whether you have 10 customers or 10,000. Use them well.
Co-Founder, Gleantap & Mastera