5 Valuable Methods for Engaging and Retaining Customers

The sad truth is that not every customer relationship is going to be successful. Like it or not, we all go through breakups in life. At the same time, no one wants it. As a brand, you don’t want customers to break up with you. According to ZenDesk, “customer retention refers to a company’s ability to turn customers into repeat buyers and prevent them from switching to a competitor.” Having the ability to retain customers indicates that the quality of your products and services are up to the mark. Here are some tips and tricks below to prevent customers from breaking up with you.

 Take Responsibility for the Problems

Should a problem occur with a customer, the decent thing to do is to take responsibility for it. No one is immune to problems. There are so many issues that customers face with businesses, from inflated pricing, customer service concerns, and logistics issues. Bad experiences are lifelong memories. They might never go away. Customers tend to lean on social media for venting out their frustrations. One bad review can spread like wildfire. When it comes to the professional side of things, experts and critics may have good constructive feedback. However, some might just post negative comments for the sake of getting attention. Addressing such comments publicly as a brand shows the full picture of the brand and that you are not afraid to hide from the negativity. Addressing negativity is important, and in this manner, you can ensure that you stay transparent as a brand.

Reward Returning Customers

Loyal returning customers need to be rewarded from time to time. The most obvious incentive is providing discounts for customers who are big spenders. Giving out discounts to returning customers is an overt way to continue to maintain a stable relationship with them. Another approach to reward customers is to give away free items with purchases over a certain amount. Another common sale deal is the “Buy 1 Get 1 Free” method. The thing to be careful with here is to not overuse it. Many brands get overconfident with this scheme and use it a little too often. This will result in losing customers rather than gaining them. So, make sure to plan and schedule out your rewards and promotions wisely.

Ask for Customer Feedback

Asking for feedback shows the willingness and initiative to improve your brand. There is always room for improvement for any brand. This will allow you to further understand and get to know your customers. Customer feedback is not always reliable because some of them may not be completely transparent or detailed in their feedback. Asking for anonymous feedback might give you a higher chance to discover their exact sentiments about your product by giving customers the chance to freely express themselves without their review being linked back to them specifically.

Have a Strong Social Media Presence

Companies that have a strong presence on social media are more likely to have a loyal customer base. Social media is a surefire way to showcase that your brand is growing to your customers. It is also a clear-cut way to manage and monitor your company’s reputation. Companies grow with both positive and negative feedback. Having avenues for receiving feedback, not just from having them posted and shared publically on social media, is a great way to handle reputation management for your business.

Give Your Customers What They’re Looking For

As a business, you need to make sure your messaging and marketing are targeted to the relevant audience so that they stay unique to that audience’s needs. This way, customers can stay loyal to your brand and at the same time, invite new customers to check out your brand, in other words, Behavioral Segmentation. A simple example of this would be in the hospitality industry. Airlines, restaurants, and hotels give the best customer service according to the desires of the customer. Yes, the services are unique to each sector. But customers decide what they want respectively to their preferences. The festive time is the most crucial time for the hospitality industry because that’s when their profitability boosts the most. This is the time for them to strategize fresh marketing collateral to invite new and returning customers over.

Find Opportunities for Retaining Customers with PxidaCX

PxidaCX was designed with your customers in mind so that you can gather their valuable feedback to implement it for your business growth. Make sure you’re gathering all possible feedback from your customers in order to keep building on your business strategy with the best source of intelligence supporting you. Give us a try today, with a free trial of our product!