If you want to succeed in your business, you need to think about customer retention. On average, businesses all around the world lose about 20% of their customers each year. But if you’re very unlucky, that number can go all the way up to 80%. Now, that’s clearly a bad thing, but what if we told you that you could be holding on to most of the customers? Yes, it’s true, and the only things you’ll need to learn are the ways to increase user retention rate. And today, we’ve got ten of those for you.
To battle this problem, most businesses focus on getting new leads and customers. However, even with all the lead generation tips and tricks in the world, all the chances are that you won’t be able to get as many new people on board as you lost. On the other hand, if you hang on to the old customers and get new ones on top of them, you’ll see some real growth. And that’s what we want to focus on.
So, here are the things you should concentrate on.
1. Get the expectations right
The expectations are where everything starts. If your customers expect amazing results, and they only get good ones, they’ll feel disappointed. On the other hand, if you promise them something decent and bring them good results, they’ll be thrilled. It’s clear why you have to be careful here. Set the expectations too low, and no one will want to work with you.
So, what you want to do is make moderate and realistic promises. You’ll be able to match what your customers expect and maybe even give them more. Hence, they’ll stick with you for longer.
Set the expectations right, and your users will be more than happy with you.
2. Deliver more
The second tip we’ll give you follows up on the first one nicely. If you want to keep the people that already gave you their trust, try to go above and beyond what they think they’ll get. For example, offer them something for free. It doesn’t have to be anything expensive or special either. A discount or a free sample of your new product will do wonders. Try it and thank us later.
You want your customers to feel that they can trust you. If you can’t get them to feel that way, they’ll leave. And one of the best ways to achieve that is by being transparent.
For instance, if you’re going through a big rebranding, you’re doing it to bring your company up to date and make it easier for you to get new clients. However, you also want to keep your current customers. So, what you should do is contact them and give them all the information they need. Let them know what’s going on and answer any questions they have about it. We can promise you that they’ll be grateful for that.
Give your customers a reason to stay with you rather than move on to your competitors. Here, you’ll need to get creative. Find a unique selling point for your business and try to make it as obvious as possible. Now and then, subtly remind them of the benefits of working with you and create a feeling that your service is getting better and better at all times.
Business is business, and that’s all good, but one of the best ways to increase user retention rate is to bring things to a personal level. Even if you’re a B2B company and you work only with other organizations, it all comes down to the engagement of one person with another.
So, add as many personal touches to the interactions as you can. Here are some things that you can use to establish a strong relationship:
- Hand-written notes
- Small gifts
- Personal exchanges
- Meetings in person
One of the greatest ways to increase user retention rate is to establish a personal relationship with the client.
The last thing you want is to work in the background. If you can make your brand stay in your customers’ minds, it’ll be perceived as more valuable and vital. To do this, work on your content, keep your email marketing strong, and reach out to your customers regularly.
For example, you can send your clients weekly reports and updates on everything you did. They’ll know what you’ve been working on, and they’ll feel more confident about you.
If you can prove that your company is adding more value to the business you’re working with, be sure to do it. Show them how they’re getting more than they’re paying for, and there will be no reason for them to leave. Here, you want to focus on measurable results and be as logical as you can. The clearer you can make it for the client, the happier they’ll be.
There’s no such thing as a perfect client relationship. So, at one point, things will go wrong, and that’s when you must stay on top of your game. No matter whose responsibility it is, tell your customers what’s going on and what you all need to do to fix the problem. If you’re not proactive at this moment, they’ll have a good reason to leave.
One of the best tips you can get for effective small business management is to embrace the changes. Add new updates, keep up with the times, and find new ways to help your customers more. Change your processes and offers from time to time, and you’ll show that you’re a valuable asset to have. Customers will recognize this, and they’ll stick around longer.
The change is what will drive your business forward.
You never know what your clients really need until you ask them. Be sure to do surveys regularly and ask your customers for feedback. Listen to what they have to say and take all the complaints and suggestions seriously. You never know what you might have missed along the way, and the people you work with will be glad to help you keep on the right track. It’s in their interest, as well.
Now that you know about the best ways to increase user retention rate, it shouldn’t be hard to do it. Remember that it isn’t something you can turn on and off as you need it. Instead, you have to work on it and improve it all the time. And the more time and effort you dedicate to it, the better results it’ll give.
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