Push notifications are the alerts popping up on the screen. Businesses benefit from push notifications in the following ways:
Push notifications are not just about app users; they can come from websites. But keep in mind some restrictions: iOS doesn’t support such freedom as Android does in terms of notifications.
Moreover, have you ever thought about gift hint functionality? These subtle “helpers” can lead to more new customers as well. Check out how Tiffany & Co. organised this on their website.
How Do You Define Customer Retention?
Quality content will help you with lead creation, especially if you promote it across numerous channels and track the performance. Your audience will also know that your blog or social media are worth returning to. Maybe you educate on makeup? Or conduct yoga classes twice a week?
- provide bonuses or free items for repeat purchases;
- personalise communication, which is easier because you already have their data in the system;
- Show their value to your company by sending invitations to special events, congratulating them on important occasions, etc.
You also need to update your website. Consider adding a separate page for new arrivals, such as Lee has (on the screenshot below). The products from a new collection have a corresponding “New” tag.
8 Actionable Customer Retention Tricks
Combo offers are a proven way to bring value to your customers. Especially if you know what to pitch and what a client may find to their liking. Up-selling and cross-selling is something you may be neglecting (and it’s your loss then!).
- working on the website’s performance and speed;
- improving the UXUI to provide a nice look and usability on any device;
- following site search best practices so that the user has no trouble finding what they need.
We’re bombarded with messages during the day. That’s why send notifications at the right time and keep them personalised. If your customers receive misleading messages, you’ll lose this opportunity to retain them.
1. Loyalty Programmes Can Be Rewarding
I’ve made this screenshot on Nestlé’s Instagram account to back up my words. The company retains its customers by sharing recipes in Stories. Its employees present ideas to find easy-to-prepare delicacies to your liking and subscribe immediately.
Such user-generated content and opinions make for a great first-hand experience that your potential clients can fall back on. Plus, you build credibility for your business. At the same time, you inspire existing clients to buy something once again, thanks to the additional discount motivation.
- Give returning customers perks for being your regulars (discounts, early access to new arrivals, etc.).
- If you agree that “a friend of your friend is your friend”, don’t deprive yourself of the pleasure of attracting more real buyers thanks to friend referrals. For example, give incentives to your customers who’ve referred your business to their acquaintances. Provide your loyal “promoters” with a promo code or unique offer in return for the favour.
- Award them with statuses and ranks (such as a VIP client) for doing business with you. It helps customers get better deals for buying more from you.
Look at how Fila promotes other goods that’ll be an excellent match to the browsed jeans. The suggested tops can complete the look and lead to larger order size.
2. Utilise Customer Feedback to the Fullest
Words are great, but actions are better. Individual coupons and discounts can assist you for sure. The data suggested by Blippr states:
As such, the eCommerce sphere has long set its heart on functionality that automatically pitches “related items” or “other things you might like”. If you use customer segmentation, relying on the info you’ve obtained, consider pitching selections of products that your client might like based on their previous buying experience.
Add pages, posts, and blog articles with helpful information to potential and existing customers. First of all, it should touch their pain points and address their problems.
Note that push notifications consist of a few sentences maximum. So make them convincing enough with powerful calls to action and relevant deals. Suppose you offer a client a discount on the goods from the cart. When users click on the message, they should appear on that page, not new arrivals or other collections.
Hiring multilingual employees costs more than configuring a virtual assistant. Not to mention you may not need to operate these languages every day. That’s where you can accommodate such clients with the help of ML-powered robots.
3. Up-Selling and Cross-Selling
Personalise these messages, refer clients by name, and deliver tailored content. For example, employ placeholders where you want to insert the needed word. The system will do it, and your messages will appear in all their glory.
Subscriptions and memberships have long proven themselves to be a working tactic. Here’s what you can do:
Summing up, it’s never too bad to overdeliver. At least, in this case, you know for sure that you’ve done everything you could have. Having good products and services, knowing your clients, communicating with them properly, and giving them enough personalised attention is already a significant step towards customer retention and building relationships to last a lifetime.
Providing some more pointers, on the example of eCommerce, those online shops with wish list functionality have a bigger chance of selling. The wish list feature is a tested tactic that helps to reduce the abandonment of carts, plus it’s a great way to retain your customers.
4. Personalising Your Communication
Pretty much the same thing can be offered for shares, mentions, and reposts featuring your products on social media. After all, your clients will also be happy to get more post views and likes if their content gets featured on your website or social media account. See how Timberland uses such widgets on its official website.
Furthermore, ensure all your clients and prospects are informed about new products and hot deals. It’s another neat customer retention strategy. It’s a fundamental way to get someone interested in trying fresh arrivals. And who, if not the clients who already know you and your business well, can assist you in the matter?
Once that is covered, try to shift focus to those customers who’ve already done business with you. After all, returning buyers bring businesses a lot more profit than you might think at first. Let’s take a look at a couple of trending strategies.
Having clients return to you after you’ve made the sale is a matter no less important than the efforts you constantly make to obtain new customers. After all, if the strategy is handled correctly, customer retention will grow your revenue, agree?
“Retailers who offer coupons through their online platform see 26% higher average order values from their customers who use them.”
It sounds like you need more customer service specialists, doesn’t it? The good news is that you can keep the same employee number but leave some tasks to automation tools and assistive technologies like chatbots.
How else can you build a relationship with existing clients, make them feel special, and show them that you know their tastes and necessities? If you already have an email campaign running to congratulate your clients on their birthdays or holidays, great! But is there something else you may add?
5. Effectively Promoting New Deals
You can go beyond customer retention and build customer loyalty. It happens when your clients become your fans and promote the brand without being asked to do so. As a result, you can entrust them company promotion and even save on advertising.
They utilise natural language processing (NLP) to understand different tones and languages. As a result, the language barrier won’t catch you off-guard. Below is the Little Tim chatbot, suggesting you select the preferred language. When you pick it, the chatbot continues the conversation.
For instance, Levi’s has a “Red Tab” membership programme. It offers numerous exclusive perks for joining, including free shipping on all orders, birthday gifts, and more.
6. Focusing on Educational Content
Building customer loyalty won’t happen at the snap of your fingers. It takes time and effort. Yet, a great thing, to begin with, is establishing a client loyalty programme.
Timely client notification is a trick up your sleeve to immediately put into circulation if you haven’t done so as of now. Newsletter send-outs and social media posts are standard methods to achieve that.
The content should focus on a critical goal. And it is to motivate the user to act. It should fit different stages of the purchase journey and encourage a potential customer to click a particular button. How can you do it?
No one forbids creating content purely for SEO purposes. But are you interested in selling goods and ensuring your material is valuable?
Without a doubt, the mentioned above are great strategies for customer retention to incorporate.
There are numerous points of the client journey worth thinking through from a business perspective. For starters, you have to do everything you can to make it simple to navigate your website, leading the customer to take action. What does this include?
7. Enhancing Customer Service
What are the best practices of stimulating your clients to be more engaged? Once again, you could offer shop credit, free shipping, or discounts to your clients for leaving comments about the products they’ve purchased.
Customer Retention: 8 Ways to Retain Customers
Chatbots are based on artificial intelligence and machine learning, improving their performance with every call. For example, they facilitate communication with purchasers from around the globe.
Retention takes less effort and money than nurturing and acquiring new customers. And loyal customers will work for you, increasing average order value and driving more clients thanks to referrals.
Although this seems like something self-explanatory, many retailers still underestimate the immense value of customer retention and continue to do business in the style of “one-off sales”. We gladly share the eight latest trends that may help you gain more from your company in this post.
8. Sending Push Notifications at the Right Time
Users place desired items in their wish lists that they can’t buy just yet. For example, this can be a product that they want to get for their birthday, or it’s out of stock. Such product selections can be put in emails or be flashed before the client’s eyes in ads or push notifications. It may eventually stir the purchase action.
- They are easier to deliver. You don’t have to persuade people to leave their contact details or other personal info. It’s enough to click the “Yes” button, which may be more comfortable for clients.
- Push notifications require less time to read. It’s another decisive factor to subscribe to them rather than open an email, read a longer text with images and links, and click on them to visit the store.
With the recent leap of social media, and the ever-growing importance of online presence, no positive reference to your business would be “over the top”.
However, users’ prior purchases aren’t the only source of personalised suggestions. You can pitch the product combos that have worked well for other clients who’ve made similar purchases.
You can’t imagine a satisfied buyer without decent customer service. People want to get their answers fast and, preferably, outside business hours. Not to mention that you can’t afford to postpone mitigating damage when someone leaves a negative comment.
Customer retention deals with focusing on existing customers. While winning new clients remains crucial, retaining people requires less effort. You already persuaded them to buy for the first time. So the next step is to strengthen your bonds:
Author Bio: Kate Parish, chief marketing officer at Onilab with 8+ years of experience in Digital Marketing and website promotion. Kate always strives to stay in pace with the ever-advancing online world. Her expertise includes in-depth knowledge of SEO, branding, PPC, SMM, and the field of online sales in general.
One of the possible paths is using the power of video marketing. Videos educate and entertain. They tick all the boxes and present information visually. While streaming videos, you can share tips and mention your products or services.