How To Improve Customer Retention? (Suits you)

4 ways to improve customer retention

  1. Retain customers with a smooth onboarding process. First impressions are everything.
  2. Close the loop on customer feedback. One of the biggest keys to retaining customers is to know how they feel.
  3. Keep your products and services top of mind.
  4. Reward promoters and loyal customers.

How you can effectively increase your customer retention rate?

  • Customer loyalty programs. A common tactic companies use to hold on to customers is to register them in a loyalty program.
  • Customer feedback surveys. After customers make a purchase,ask them to complete a feedback survey to inform you about their experience.
  • Social media.
  • Additional incentives.

How can you increase 5 customer retention?

Customer Retention Strategies

  1. Good Values Build Good Relationships.
  2. Trust Is the Basis for Good Relationships.
  3. Build Customer Expectations and Over Deliver Every Time.
  4. Let Customer Data Work for You.
  5. There’s Always Room for Improvement.
  6. Keep Customers in the Loop.
  7. Determine Customer Lifetime Value.
  8. Reward Loyalty.

What can you do to retain customers?

7 Ways to Retain Your Customers

  1. Stay in touch and encourage their interaction.
  2. Make the most of social media.
  3. Get personal.
  4. Problem solve.
  5. Take responsibility.
  6. Keep good time.
  7. Bow out gracefully.

How can you improve customers?

10 Ways to Get New Customers

  1. Ask for referrals.
  2. Network.
  3. Offer discounts and incentives for new customers only.
  4. Re-contact old customers.
  5. Improve your website.
  6. Partner with complementary businesses.
  7. Promote your expertise.
  8. Use online reviews to your advantage.

How do we attract customers?

Here are 10 tried-and-true tips to help you attract more customers.

  1. Offer new customers discounts and promotions.
  2. Ask for referrals.
  3. Recontact old customers.
  4. Network.
  5. Update your website.
  6. Partner with complementary businesses.
  7. Promote your expertise.
  8. Take advantage of online ratings and review sites.

How do you handle customer retention?

4 ways to improve customer retention

  1. Retain customers with a smooth onboarding process. First impressions are everything.
  2. Close the loop on customer feedback. One of the biggest keys to retaining customers is to know how they feel.
  3. Keep your products and services top of mind.
  4. Reward promoters and loyal customers.

What is customer retention examples?

One of the most common customer retention examples is rewarding consumers for doing business with a brand. Rewards programs encourage customers to return by giving them discounts, exclusive access, or special offers. Starbucks has one of the most popular and praised customer rewards programs.

What are the six strategies to attract customers?

The following six strategies will help you attract and keep customers.

  • Offer quality products. Good quality is the most important reason cited by consumers for buying directly from farmers.
  • Cultivate good people skills.
  • Know your customers.
  • Use attractive packaging.
  • Let customers try samples.
  • Be willing to change.

What are 4 ways to attract customers?

How to Attract New Customers

  1. Identify Your Ideal Client. It’s easier to look for customers if you know the type of consumers you seek.
  2. Discover Where Your Customer Lives.
  3. Know Your Business Inside and Out.
  4. Position Yourself as the Answer.
  5. Try Direct Response Marketing.
  6. Build Partnerships.
  7. Follow Up.

How do you gain customer loyalty?

Ways to build customer loyalty:

  1. Communicate your values.
  2. Provide exceptional customer service.
  3. Activate loyalists to help spread the word.
  4. Show your appreciation with a loyalty program.
  5. Connect in a deeper way.
  6. Ask for feedback.
  7. Continually improve.

What makes a customer happy?

A happy customer isn’t just someone who makes a purchase with you today. A truly happy customer is one who will be loyal to you and your business for a long time to come. Plus, customer loyalty and happiness have a tendency to spread. When people find businesses they trust, they want to tell their friends about it too.

What words attract customers?

So here you go, here are 10 words customers love to hear when making a decision:

  • Free. If you think “free” is sleazy and overused, think again.
  • Exclusive. Everyone want to be in the “in” crowd.
  • Easy.
  • Limited.
  • Get.
  • Guaranteed.
  • You.
  • Because.

What is the best marketing strategy?

The best marketing strategies to try in 2020

  • Educate with your content.
  • Personalize your marketing messages.
  • Let data drive your creative.
  • Invest in original research.
  • Update your content.
  • Try subscribing to HARO.
  • Expand your guest blogging opportunities.
  • Use more video.

Customer Retention: Strategy to Improve Yours // Qualtrics

The majority of customer retention methods are centered on statistics – specifically, how much money you’re ready to pay in order to keep your customers loyal. That investment may be used to build special product offers for your most loyal consumers, or it could be used to reduce customer turnover by giving discounts to existing customers. When considering client retention methods, there are a few things you’ll need to consider and answer, including the following: What are the different types of customers you have?

What is the cost of serving you?

Can you tell me how much information you have on your customers?

Some clients may be motivated just by price, while others may be motivated by exclusivity or service level expectations.

  • What level of client attrition are you ready to accept as a risk?
  • Some consumers are more expensive to service than others, thus you must be able to determine the worth of each client or customer group to your company.
  • It explains why not all client turnover is detrimental.
  • What will it take to keep customers on board?
  • It is possible to boost your customer retention rate by conducting research, completely knowing a specific consumer base, and creating customer connections through well-planned touchpoints.
  • Customer experience research: the return on investment (ROI) of customer experience in 2021

Customer retention tactics

If you want to increase client loyalty, there are no hard and fast rules. In fact, some of the most effective strategies are those that separate a brand from its rivals and are based on unique insights about the consumer base of that company.

Having said that, there are a variety of proven and true client retention strategies that many businesses will implement, including the following:

1. Email newsletters and personalizedoffers

When a consumer provides you with their email address and chooses to receive marketing communications from you, it is a strong indication that they already have a good opinion of your company, and it is your cue to begin building connections with them. This will allow you to build on it and keep them on board for a longer amount of time if you are a consistent presence in their inbox. Due to the fact that email is a free medium, it is a low-cost method of increasing client retention. However, this does not always imply the distribution of mass marketing messaging.

Consider sending them a birthday discount coupon or a note informing them that they’ve been shopping with you for a year (or more) and thanking them for their patronage of your store.

Customers may receive an email detailing how a product or service works, for example, after making a purchase.

2. Pre-empting churn

In addition to caring after the satisfied clients you already have, broaden your reach to include those who have gone away or are about to do so. Existing customers in the EU may have found reactivation more difficult after GDPR restrictions were implemented – you can no longer just send out a mailing list – but you may still contact consumers who are displaying indications of being about to lapse. Data on how previous customers acted in the same circumstance can be useful in determining which of your existing customers are at risk for churn.

Customers who make fewer purchases of items and services, show lesser levels of involvement, or provide lukewarm reviews might all be signs that they are planning to leave a company.

It’s important to understand why customers make specific purchases and how your products and services are being promoted via various channels, such as social media, in order to improve your business.

3. Rewards for your best customers

Different types of clients have different needs. Those that spend a lot of money, repeat customers, and those who bring in new customers through recommendations and reviews all need to be recognized and treated with special consideration when it comes to raising customer retention rates. The incentive can be given to them through a loyalty program, which links additional advantages to customer loyalty behaviors. For certain businesses, this is tied to their spending – they could get one loyalty point for every dollar spent, for example.

It is possible that the consumer will be compensated for submitting a review, referring a friend, or following one of your social media pages.

Whatever the strategy, the core concepts are the same: get to know your consumers, understand what motivates their loyalty, and search for opportunities to invest in the sorts of experiences they desire, whether that’s through awards, discounts, or access to different service levels.

4 examples of customer retention tactics

Starbucks, which has become something of a fixture in the food and beverage business, was a pioneer when it launched its Starbucks Rewards program in 2003. Customers may earn awards for every purchase they make using the company’s app, which can then be redeemed for free food and drink. Due to the fact that payment will only be accepted through the app, Starbucks will collect even more user data, which it will use to customise its offerings and get a better knowledge of what each client requires.

Amazon Prime

Amazon Prime is a bit of an oddity in that it offers both a customer loyalty program and a shopping experience. As a customer, you will enjoy perks such as same-day delivery, access to film and music streaming, and exclusive discounts and offers that are only available to members. Customers do pay to join, making it a service in and of itself, but the knock-on effect for Amazon is a significant increase in customer retention, since the subscription makes Amazon the first pick for its members when it comes to doing their online shopping.


A great example of understanding your customers is TOMS’ ‘One for One’ program. When customers buy a pair of TOMS shoes, the company donates a pair to people in need. It harks back to the company’sbrand valuesand acknowledges that its customers are driven not by discounts and rewards, but by their desire to do good. It just goes to show that not all customer retention programs need to focus on monetary rewards for your customers.


It is well understood by the sportswear behemoth that sport and exercise are team sports – people are considerably more inclined to exercise as part of a group than they are to exercise on their lonesome. Because of this, they created applications and partnerships to foster a feeling of community, such as Nike Running Club, which encourages solitary runners to pair up with other runners online in order to imitate the sense of teamwork and competitiveness that many people want.

Measuring customer retention in your business

Customer retention is not a one-and-done operation; rather, it is an ongoing program that requires close monitoring to ensure that it continues to generate value for the company. Numerous firms will utilize customer retention software to monitor retention, better understand their customers’ demands, and take action to adapt their retention program in order to respond to their customers’ changing requirements. The first stage is to figure out how long your customers will stay with you. It’s a very straightforward calculation — customer retention rate is often defined as a percentage of customers who have remained loyal over a given length of time.

Measuring customer retention in your business

Customer retention is not a one-and-done operation; rather, it is an ongoing program that requires close monitoring to ensure that it continues to generate value for the company. Numerous firms will utilize customer retention software to monitor retention, better understand their customers’ demands, and take action to adapt their retention program in order to respond to their customers’ changing requirements. The first stage is to figure out how long your customers will stay with you. It’s a very straightforward calculation — customer retention rate is often defined as a percentage of customers who have remained loyal over a given length of time.

CE is the total number of customers at the conclusion of the term.

CS is the number of customers at the beginning of the term.

This signifies that you were able to keep 60 percent of your existing consumers throughout the course of the quarter. Here are some suggestions for measuring and monitoring client retention in your company:

1. Track customer retention in real-time

In contrast to other marketing activities, customer retention is an ongoing program that requires close monitoring to guarantee it continues to generate value for the company. Numerous firms will utilize customer retention software to monitor retention, better understand their customers’ expectations, and take steps to adapt their retention program in order to respond to their customers’ evolving needs. Your client retention should be calculated as a first step. Customers are often kept as a percentage of the total number of customers during a certain period, which is a very straightforward computation.

CE denotes the number of consumers at the conclusion of the time frame.

Amount of customers on hand at the beginning of the term is denoted by the letter CS.

You kept 60 percent of your existing clients during the quarter, indicating a successful quarter.

2. Understand the bottom-line impact

Despite the fact that we discussed it before in this book, it’s critical to understand how much churn is acceptable and which consumers you are willing to lose. Consequently, make certain that you provide operational data on which clients are leaving. Customers lifetime value (CLV), for example, might be valuable in determining which customers are worth investing in long-term retention efforts when making this decision.

See also:  Twitter For Seo: How To Use Twitter To Boost Your Brand? (Solution)

3. Understand why people churn

Even if you already have a customer retention strategy in place, it is hard to enhance it if you don’t understand why customers leave your company. When consumers do churn, ask them for feedback, and utilize the information they provide to figure out what caused them to do so. If you combine this information with your operational data, you may obtain a picture of who is churning, what motivates the behaviors of different client groups, and most importantly, what measures you must take to rectify the situation.

4. Share insights across the organization

We’ve previously seen how many teams are engaged in the process of increasing customer satisfaction. As a result, it is critical that you communicate your customer data with the rest of the business so that they can take appropriate action. Identify and equip all customer-facing teams that have an impact on customer retention with the necessary information to make informed decisions on behalf of customers, whether they’re designing a broader retention strategy or making in-the-moment decisions that will drive customer satisfaction and, ultimately, retention.

Interested in learning more about how to retain consumers and increase customer retention and loyalty? With the help of our tutorials, you may go even further.

  • When it comes to customer loyalty, what is it and how do you measure it are all important questions to ask. Customer Loyalty Incentive Programs: Best Practices
  • What are the factors that influence customer loyalty? Customer Retention Surveys
  • Customer Retention Surveys
  • What is Customer Lifetime Value (CLV) and how is it calculated
  • Identifying and mitigating customer churn
  • Measuring and preventing it.

Customer Retention 101: Grow Your Business by Selling More to Current Customers

You’ve probably heard it a hundred times before. It is less expensive to encourage existing consumers to make a repeat purchase than it is to acquire new customers. Many organizations, particularly those in the crowded ecommerce sector, are finding that the cost of clicks and conversions is growing all the time, and this is especially true. When was the last time you searched for ways to re-engage clients and entice them to return to your business? When it comes to client retention, now is an excellent moment to put up a unified plan that will benefit all of your present customers after the sale.

What is customer retention?

Increasing the number of repeat customers and increasing the profitability of each existing client are two goals that businesses strive to achieve through customer retention. In order to deliver and extract additional value from your existing client base, customer retention tactics must be implemented in both directions. To guarantee that the consumers you fought so hard to recruit remain with you, have a positive customer experience, and continue to get value from your products, you must first ensure that they are satisfied.

When it comes to your retention program, how much effort and resources should you allocate?

When to focus on customer retention

The stage of your store’s lifetime has a significant impact on whether you should prioritize customer acquisition or retention efforts. A store that just opened its doors today is considerably different from one that has been in operation for several years or more. Please refer to the timeframe provided below for basic suggestions on the potential investment levels for your store. 1. When you’re just getting started, there’s one thing you should be concentrating on: attracting clients to your shop.

  • Concentrate on developing ideas and methods that will assist you in expanding your consumer base.
  • Getting some traction: You now have clients and are making intermittent sales, which is a good sign.
  • My tip would be to begin with client retention email marketing that are geared toward persuading prior customers to do business with you again.
  • Consistent growth: While you aren’t yet an online behemoth, your revenues are on the rise.
  • You may want to consider implementing a referral and/or loyalty program, as well as being more serious about using marketing automation tools.
  • 4.
  • One of the most typical challenges faced by merchants of this scale is figuring out how to keep up with the competition.
  • At this point, you should be serious and methodical in your attempts to retain employees.
  • Well-established: At this point, your shop has successfully navigated its way through the early hurdles.
  • Now is an excellent moment to place a strong emphasis on retention.
  • Each month, the imaginary light purple business retains 5 percent of those consumers, whereas the dark purple store retains 10 percent of those customers.

The 5 percent increase can result in quick growth, which is tough to match with traditional acquisition strategies, as you can see. Aside from the stage at which your business is now at, you’ll want to customize your approach based on the products you offer.

How retention fits your business

What you sell has a significant influence on which marketing method you should choose. A retailer specializing in high-end leather furniture will have a distinct personality from a store specializing in tea and coffee, for example. When consumers purchase high-value things on a regular basis, a store’s customer lifetime value will be the highest possible (CLV). These are the sorts of businesses that stand to benefit the most from a well-executed retention plan. In general, as you travel more to the right along this matrix, you should begin to place an increasing emphasis on retention.

It all comes down to striking a balance that works best for your organization.

The customer retention metrics that matter

It is essential to understand the underlying data if you want to improve your client retention rate. Who are these metrics, and what do they mean? What criteria do you use to evaluate them? More importantly, what can you do to make them better? Answering these questions will provide you with the knowledge and resources you need to develop a customer retention plan that will have a major and long-term influence on the profitability of your shop. This will be accomplished by taking a look at three of the most essential customer retention indicators and examining why they are important.

  1. The percentage of repeat customers
  2. The frequency of purchases
  3. And the average order value (AOV).

1. Repeat customer rate

Customer retention is based on the percentage of customers that return again and again. Customer retention is defined as the percentage of consumers that are willing to make a second purchase from you. When it comes to analyzing the effectiveness of your retention strategy, measuring your repeat purchase rate is a fantastic way to start. The higher this measure is, the more likely it is that clients will return to your establishment.

How to calculate repeat customer rate

You might easily become disoriented when it comes to calculating retention metrics because there are so many variables to take into consideration. Fortunately, measuring your repeat customer rate is extremely simple and only necessitates the collection of two pieces of information:

A. Number of customers with more than one purchase

Specifically, it refers to the amount of clients who have made more than one purchase within a given period of time. I recommend taking a look at the full year to get a sense of the larger picture.

B. Number of unique customers

This is the total number of different consumers that made purchases from your shop within a specific period of time (usually a week). It should be noted that this is not the same as the number of orders. Fortunately, this is computed for you by Shopify in your reports and analytics. You may do this manually if you like. All you have to do is divide the number of consumers who have made more than one purchase by the total number of customers. You can see how to write out this equation by writing it out like this: Customers who have purchased more than once / Customers who have purchased only once

2. Purchase frequency

Purchase frequency tells you how frequently clients return to your shop to make a purchase from you.

In light of the fact that repeat customers account for a large amount of a store’s annual sales — depending on the product category — this is very crucial to remember.

How to calculate purchase frequency

Calculating the buy frequency for your store is comparable to calculating the repeat purchase rate for your store. Divide the total number of orders placed by the total number of unique consumers in your business, using the same time period that you used to calculate your repeat purchase rate (for example, a single month). You can see how to write out this equation by writing it out like this: number of orders placed / number of unique customers

3. Average Order Value

Once you’ve determined your repeat buy rate and purchase frequency, it’s time to figure out how to optimize the value of each of those transactions. This measure is referred to as average order value, and it refers to the amount of money that a consumer spends in your shop on a per-transaction basis.

How to calculate Average Order Value

As soon as you understand the rate at which repeat purchases occur and the frequency at which they occur, you can work on increasing the value of each of those transactions. It is known as the average order value measure, and it refers to the amount of money that a consumer spends in your business on a per-transaction basis.

Customer value: The big picture of retention

Increasing customer value is the ultimate aim of retention marketing, regardless of whether you intend to enhance these indicators one at a time or all at once. Customer value is the final piece of the jigsaw since it allows you to determine how much each individual customer is genuinely worth to you and your company. In order to calculate it, you must already have a grasp on your buy frequency and average order amount, among other things. By combining these two numbers together, you will be able to see the true results of your effort and appreciate the significance of retention marketing strategies.

Now is the greatest time to develop a client retention plan and examine how boosting each of these indicators might benefit your company’s overall growth.

Strategies to boost customer retention

The need of having a plan to maintain our present consumers has been discussed, as has the importance of adopting strategies to gain new clients. We’ve also considered what metrics we should use to ensure that we stay on pace. Now, let’s go through some concrete suggestions that you can put into action to increase client retention.

  1. Make use of client accounts
  2. Improve your customer service
  3. Implement a customer loyalty program
  4. Send consumers interesting emails
  5. Provide a discount or credit in exchange for returning
  6. And more.

1. Use customer accounts

Customer accounts may be a double-edged sword in terms of security. Accounts, on the one hand, can make repurchasing easier by providing consumers with fast access to prior orders as well as pre-filled shipping information, on the other hand. Customer accounts, on the other hand, are frequently regarded as a prohibitively large financial commitment for new clients. As a result, when given the choice, many consumers choose to check out as a guest rather than using their credit card. So, how can you efficiently deploy and encourage customer accounts while also ensuring that first-time customers do not experience any conversion barriers?

Once a client has completed a purchase on your Shopify site and has the option to create a customer account, you can send them a direct invitation to encourage them to do so after they’ve finished the transaction.

2. Improve your customer support

Assistance systems assist you in communicating with your customers in an effective manner and providing them with the appropriate degree of support. A support system may be beneficial both before and after the sale since it allows you, or a customer service representative, to connect with the consumer in a clear and understandable manner. If you have a live chat or help desk tool accessible, you can transform a customer query into a sale, or a customer complaint into a resolution, regardless of whether the client comes in on-site, by email, or through social media.

  • And that’s not even taking into consideration the importance of client feedback, which can be used to better your products as well as your entire customer experience.
  • Your clients will thank you for your efforts if you can assist them avoid difficulties and get the most of your items.
  • Depending on your niche, product mix, and margins, sending a small gift to your best customers can be a great way to remind them to return while also adding an element of surprise and delight, which can increase customer satisfaction.
  • Delight has its place in the world.
  • Consider the fact that in a world where everything is instantaneous and done through the internet, individuals sometimes just need a change of scenery.
  • When you handwrite something, it demonstrates to your consumer that you have taken the time to address them individually.
  • These factors go a long way toward earning a customer’s loyalty, which can result in a lifelong customer.

3. Start a customer loyalty program

In order to earn valuable rewards, customers are encouraged to make more purchases through loyalty programs, which are also known as customer retention programs. Loyalty programs are an effective way to increase purchase frequency because they motivate customers to make more purchases in order to earn valuable rewards. When this happens, it becomes a lucrative trade for both you and your customers: they receive greater value with each purchase, and you gain from their continued patronage. Giving new clients welcome points when they sign up for an account might motivate them to continue investing in the program.

See also:  Best Dropshipping Companies You Should Consider Using? (Correct answer)

Customer loyalty programs may be as easy as awarding consumers after their second purchase or after a certain amount of money has been spent.

Additionally, you may use automated loyalty applications to reward your clients for a range of acts they perform while in your business, which can save you money.

4. Send engaging emails to customers

In the same way that purchase frequency is the foundation of customer retention, email marketing is the foundation of client engagement and the foundation of your customer retention toolset. Your clients’ email addresses provide you with the option to continue creating a relationship with them both before and after they make a purchase. Ensure that every message you send adds value to your customer’s experience by checking the following boxes: You face the danger of losing them if this does not happen.

  1. It is undeniable that email is a channel that generates conversions.
  2. Send a thank-you email to customers a week after their first transaction to express your appreciation for their business.
  3. It is possible to increase the effect of this initial email by promoting goods that are complementary to their original purchase.
  4. These endorsements will raise the perceived worth of each recommended product as well as the likelihood that a buyer will purchase it.
  5. Beard King performs an excellent job doing this, sending us tailored emails every two to three weeks, in which they promote new goods or offers.
  6. For businesses with items that are perishable, consumable, or otherwise require regular replenishment, understanding the product’s shelf life and sending timely emails can be the most effective method of reactivating inactive clients and bringing them back into the fold.
  7. Luxy Hair, for example, states in their FAQ section that their hair extensions will last on average three to six months, but can last up to a year depending on how often they are worn.
  8. These emails would assist in educating a first-time purchase, keeping Luxy in the forefront of the client’s mind, and encouraging repeat business, all while providing a positive customer experience.
  9. Getting customers to return depends on your ability to demonstrate to them why making an extra purchase is a worthwhile investment of their time and money.

Ecommerce Email Marketing 101 is a course offered by the Shopify Academy. Drew Sanocki, an ecommerce specialist, explains his strategy for building automated email marketing campaigns that create connections and generate revenue in this article. Enrollment is completely free.

5. Offer a discount or credit to return

In general, I would advise you to be cautious when it comes to discounting. Discounting your items forces you into a never-ending race to the bottom, where clients become accustomed to seeing prices drop on a regular basis, ultimately resulting in a decrease in income for your business. The danger of discounting is increased even further when margins are tight. When discounts are offered to first-time buyers, on the other hand, I truly like it! To encourage customers to return to your site after their initial purchase, send them a discount code for their next purchase with their transaction.

You may make that nudge more stronger by offering them a discount that is greater than the customary 10 percent.

You may also wish to experiment with giving customers credits to spend at your business (for example, $10 towards any purchase) rather than a percentage discount (i.e.

Keep customers to grow your business

Your present client base is the most valuable asset your business possesses. Customers are already familiar with your brand, they are familiar with your products, and they are pleased with your service. Concentrating your time and attention on enhancing the experience for this group, rather than always attempting to attract new consumers, may be a strong approach to boost sales for your shop and increase profits. Please accept my thanks for the contributions made by Kirsten Burkard to this blog article!

8 ways to improve customer retention

Your present client base is the most valuable asset that your store possesses, according to experts. The majority of your customers are already familiar with your brand, know what you sell, and value your service. It is possible to significantly increase income for your shop by concentrating your time and efforts on enhancing the experience for this group rather than constantly seeking new clients. Please accept my thanks for the contributions made by Kirsten Burkard to this blogpost! Rachel Tunstall has created the illustration.

1.Open your café in the right location

Customer convenience is one of the most important considerations when selecting a café, especially during the week when your customers are rushing to get to work or school on schedule. It is for this reason that finding a handy location for your café is critical to its success. Customers are more likely to visit a store if it is in an easily accessible location. Being smart about your placement is critical, especially in a sector that is so competitive, with cafés and coffee shops on every corner of the globe.

Due to the fact that you will be seeing the same consumers on a daily basis, it will be easier to maintain their business.

2.Let customers pre-order

By establishing an online store, you may allow customers to place orders in advance. Think about Starbucks, which allows you to avoid the queue by ordering and paying ahead of time if you sign up for their rewards program. With an app or an online shop for your café, your clients can quickly order their favorite drink or snack and have it ready when they arrive at your location. The Oliver POScloud printer makes this even more convenient by printing online orders and delivering them to your baristas or kitchen workers on a schedule that you specify.

Here are some of the reasons why you should utilize WooCommerce.

3.Collect data on what your customers like

In order to keep your consumers coming back, you must first understand what it is that they genuinely desire. This appears to be a no-brainer. However, far too many businesses do not take the time to solicit and take into consideration client input. To truly understand your customers and provide better service, it is critical to collect information about their preferences through customer profiles. Not only will you be keeping track of their purchase history, but you will also be able to make notes on their preferences, which you may resort to later to upsell them or to provide a more personalized experience for them.

– You may even offer them a discount the next time they come into your coffee shop to encourage them to participate in surveys or write reviews.

4.Create a loyalty program

When clients sign up for your loyalty program, you may reward them with discounts, birthday specials, or exclusive offers, which will encourage them to return again and again. WithWooCommerce Points and Rewards, which is accessible in-store with Oliver POS, you can build your own points-to-reward ratio and purchase-to-point value, allowing you to customize the monetary worth of your points as well as the number of points required to qualify for a reward of your choosing. Take note that in order to receive the prize, you must strike the perfect balance between earning too few and earning too many points.

Similarly, having an excessive number of points will reduce the value of your customers’ points, and they will be less motivated to participate in your loyalty program.

5.Deliver excellent customer service

Excellent customer service will go a long way toward ensuring that your clients remain devoted to your company. In this survey, 95 percent of customers believe that customer service is vital when selecting a brand and keeping loyal to it. Customer-oriented employees who are friendly and inviting should be hired, and your employees should be trained on how to upsell and retain customers – for example, train them to ask every new customer to join your loyalty program without coming across as pushy (“Would you like to join our loyalty program and receive 15% off your order today?”).

Make an effort to establish the appropriate balance.

If you provide your customers something in exchange for their inconvenience, they are more likely to forgive you for poor service, faults, or oversights.

6.Keep in touch with your customers

Create a social media following for your business so that your consumers can follow you and receive information on new menu items and special specials. Post entertaining and interesting material to attract your consumers not just to follow you on social media, but also to come into your business to purchase something. In the same manner, email marketing is one of the most successful methods of increasing client satisfaction. When you’re encouraging clients to join your loyalty program, ask them for their email address so that they may be the first to know about special offers.

7.Cater to dietary restrictions

When it comes to customers with food allergies or dietary restrictions such as gluten intolerance, nut allergies or vegetarianism, it might be challenging to locate coffee shops that are suitable for their requirements. Customers who are vegan, gluten-free, or nut-free will return again and again if you have a decent assortment of items in those categories.

8.Create a referral program

This is especially true if you are in the catering or event hosting business. While word of mouth will spread the word about the quality of your service and products, implementing a referral program in which existing clients can receive a discount for referring other businesses and new clients can receive a discount for being referred could provide an additional incentive to attract more customers to your company.

10 Top Customer Retention Strategies

Learn how to keep your clients by following the best customer retention techniques recommended by eCommerce industry professionals. 1) Provide customers with high-quality service experiences. 2) Test email campaigns on a regular basis. 3) Tailor your loyalty program to your company’s objectives. 4) Be where your consumers are 5) Be enthusiastic and engaged 6) Offer time-limited specials 7) Be truthful and honest with your clients 8) Don’t over-promise 9) Build a customer community around your business 10) Incentivize social shares & shares of your content The most important takeaways for increasing customer loyalty and retention Returning customers are important to the success of any retail establishment.

Furthermore, repeat consumers spend roughly three times as much as first-time buyers, accounting for one-third of total online spending.

Keeping your client retention methods up to date and optimizing them on a regular basis is critical for being relevant and keeping your top customers satisfied.

With so much information available on client retention methods, we turned to the best agencies and technology businesses in the eCommerce ecosystem to find out what they thought would be the most effective techniques.

According to the professionals in the field, the following are the top ten client retention strategies:

1) Create peaks in the customer experience

A few one-of-a-kind, low-cost efforts may go a long way toward delighting your consumers and fostering client retention. Consider the last time you had a pleasant surprise; it is likely that you will remember it more readily than the disagreeable equivalent. Find milestones in the customer connection and ways to reward consumers that they won’t anticipate to get them to do anything. Consider the following scenario: a consumer orders their third pair of shoes. Approximately one week later, customers get a pair of socks that are a perfect match, along with a handwritten card expressing gratitude for their patronage.

In this interview, Randy Kohl, Director of Content and Digital Strategy at Gorilla Group, discusses his career path.

2) Continuously test email strategies

In addition to using the information you already have on your customers—such as what they have purchased or browsed—to tailor the content and product recommendations in your email marketing campaigns, make sure to test incentives and other factors on a regular basis to see which ones are the most effective. For example, determine which subject lines elicit the most opens and what cadence of email maximizes consumer engagement for your target group by doing research. The author, Heather Gruber, works as a digital strategist at Listrak.

3) Tailor your loyalty program to your business goals

Customer loyalty and retention are not a one-size-fits-all proposition for any business. The most effectiveloyalty programsincentivize the behaviors that are most important to your brand. Example: If you want to increase client lifetime value, you should create VIP categories that are determined by spending behavior, such as the total amount a customer spends or the number of times they make a purchase. In order to encourage brand engagement, however, you should concentrate on behaviors such as social media sharing, posting reviews, and recommending friends.

4) Be where your customers are

Consumer behavior has, without a question, changed. Consumers are increasingly the ones that dictate to companies where, when, and how they want to connect with them. As a result, merchants have a need to deliver an uniform and seamless experience across all channels, particularly when anything goes wrong and customers require assistance. The findings of a recent Zendesk survey indicate that 87 percent of customers believe that businesses should make greater efforts to provide a smooth customer support experience.

5) Be passionate and engaged

Take genuine interest in your customers! It is not enough for us as an agency to just smile and give small presents to our clients (though we encourage you to do so as well!). Not only that, but you’re also performing your due diligence to stay abreast of new technology or solutions that could be beneficial to them.

Make a point of being sensitive to their requirements and aggressive in bringing ideas to the table – collecting and interacting with consumer feedback is essential for any business looking to retain customers. Paula Gadsby, Senior Account Director at Born Group, discusses her career path.

6) Offer time-limited promotions

High-profile eCommerce firms frequently use banners to draw attention to a limited-time deal – visitors must finish their purchases within a specified length of time, which is decided by the audience group to which they belong. Also available is the ability to instantly add the promotional gift card to the visitor’s shopping cart and to draw attention to the promotion throughout the checkout process. It has two advantages: the limited-time sale increases conversion rates, and the gift card encourages clients to return to the website and make another purchase.

See also:  How To Target Millennials Through Paid Ads? (Perfect answer)

7) Be transparent and honest with your customers

When it comes to our clients, we don’t hide anything from them, and we work hard to build trust and a relationship based on open communication. Unlike other agencies, we operate out of our clients’ ad accounts, which means they will always be able to see the work that is being done and will always have ownership of the data. We also believe that having healthy, clear debates regarding ideas and methods that have been brought to the table is crucial. For eCommerce businesses, this means being transparent and forthright about everything, from payment and return procedures to any charitable organizations that you support via your sales and profits.

8) Don’t over-promise

Maintain regular communication with your customers about their expectations. Keep in mind that they are only aware of what you have revealed to them. Over-promising and under-delivering is a surefire way to undermine one’s reputation. Making customers feel more confident in your brand goes a long way toward making them fall in love with your product or service — so make sure everything from product descriptions to promotional offers is as accurate as it possibly can be. SearchSpring’s David Ogborn is the company’s Head of Customer Success.

9) Create a customer community around your brand

It’s not so much that people connect with your brand as it is that they connect with the other individuals who connect with your brand. Put their voices on your website to remind your visitors that they are not purchasing a “product,” but rather they are purchasing their way into a community of like-minded individuals, or those who they want to be more like. Vaccel’s Account Strategy Director, Mariel Bacci, discusses the company’s account strategy.

10) Incentivize social shares

Clients are frequently high-potential repeat purchasers who just want a sense of urgency or a sense of connection to your brand in order to come back for another round of purchases. Competitions on social media that showcase customer images and award fantastic prizes are the ideal method to develop that relationship in a time-sensitive manner. However, not all incentives are created equal. Some are just retention tactics, while others can attract brand ambassadors to engage in some word-of-mouth marketing on behalf of the company.

This improves consumer interaction while also providing you high-quality traffic that you would otherwise have to work hard to obtain on your own. Yotpo’s Enterprise Client Success Manager, Itai Bengal, shares his thoughts on the subject.

Top takeaways to increase customer loyalty and retention

A bulletproof customer experience focused on customer communities and the social proof provided inside them is the key to enhancing retention and growing revenue, according to numerous industry experts. For your convenience, here is a brief reminder of the top 10 client retention techniques:

  1. Create high points in the customer’s experience
  2. Email techniques should be tested on a regular basis. Create a special VIP program for your clients to benefit from. Be present in the places where your clients congregate. Take an active and enthusiastic role
  3. Offer deals that are only valid for a short period
  4. Maintain open and honest communication with your consumers. Don’t make unreasonably high promises. Create a client community around your company’s name
  5. Encourage others to share their content on social media.

More information on customer retention can be found in our Customer Loyalty Playbook, or you can attend our webinar with Shopify Plus for more information.

5 Ways To Improve Your Customer Retention Rate

According to Shep Hyken, “A brand is defined by the experience that a client has with it.” Employees are responsible for delivering the experience.” These are strong words that characterize the whole interaction between a company’s staff and its clients. A company’s employees serve as a link between customers and the company. This group of people connects the dots, assists in overcoming the shortcomings of a product, and communicates a message from management or customers to their counterparts.

  • Customers relationship management is a two-sided coin, and there are two perspectives on the subject.
  • Customer conversion is concerned with acquiring new leads, guiding them through the sales cycle, and eventually converting them into long-term clients or customers.
  • In a nutshell, it lowers the turnover rate among customers.
  • In actuality, as compared to the amount of money and time necessary to convert a lead, the finances required to keep a current client are considerably less in amount and time.
  • Because people believe they can put their faith in your firm, they are more likely to say yes when your company launches a new product or service.
  • In order to understand what customer retention rate is and how to improve customer retention rate, let us first examine what customer retention rate is and how to increase customer retention rate.

Customer Retention Rate Calculation

Among the most important indicators to consider when evaluating customer service metrics is the retention rate of existing customers. It is expressed as a proportion of existing customers who continue to do business with the company after a defined length of time. It is the rate at which you are able to keep your consumers throughout a specific time frame. As for the benefits of customer retention, if you’re wondering what they are, you should never underestimate the significance of customer retention because of the financial rewards it provides and its potential of increasing client lifetime value.

In addition, Apptivo CRM assists organizations in redesigning their client retention strategy based on the existing performance charts and reports generated by the software system.

It is possible to determine the retention rate formula by subtracting the total number of customers during a certain period of time from the total number of new customers that joined your firm during that period of time.

This is divided by the number of clients who were present at the beginning of the time. To convert it to a percentage, multiply the number by 100.

Retention Rate Formula

A bigger notion, Customer Retention Rate (CRR), includes various minor aspects that all contribute to the total value of a customer’s lifetime relationship with a company. Here, we’ll look at a few customer service measures that have a direct influence on the retention rate and the ability to increase client loyalty. Businesses can simply enhance their customer retention metrics by focusing on these KPIs and employing a robust customer retention software like Apptivo to help them achieve them.

  • Customers’ revenue churn rate, customer loyalty rate, product return rate, duration between purchases and customer lifetime value are all important metrics.

Decreased Revenue Churn Rate

In business, revenue churn rate refers to the frequency with which an organization or business loses money as a result of consumers leaving the organization or downgrading their plan. It is referred to as the MRR churn rate in some circles. Businesses may simply keep their client retention rate under control by keeping track of their revenue churn rate. Organizations should take steps to guarantee that their MRR churn rate is a negative number. This is due to the fact that a lower revenue churn rate indicates that the percentage of consumers that cause financial loss to your company is relatively low.

Revenue Churn Rate (Monthly) =/ MRR at the beginning of the month

Consider the following scenario: During the month of November, your company’s monthly revenue is $40,000. During the next month, you have suffered a loss of $10K due to churn while earning $3K from plan upgrades. This means that the churn rate for December sales is 17.5 percent for your company.

Increased Loyal Customer Rate

When it comes to running a business, client loyalty is a critical concept that should not be overlooked at any cost. In reality, it is a critical component of your company’s success, and it simply refers to the degree to which customers are eager to purchase your products or services on a recurring basis. Over a period of time, the Loyal Customer Rate (LCR) is defined as the total number of consumers who have made recurring purchases from your firm. By calculating the LCR, you may gain an insight of the amount of clients that are loyal to your business.

The customer loyalty rate comprises not only the number of purchases made by your existing customers, but it also includes the number of purchases made by new consumers, as seen in the chart below.

Encourage them to continue doing business with your firm by contacting them for testimonials.

Loyal Customer Rate = Number of Customers Making Repetitive Purchase / Total Number of Customers

Consider the following scenario: You have 50K consumers in a given month. Five thousand and two thousand of your new consumers and two thousand and one of your old customers made numerous transactions. As a result, the percentage of repeat customers for that month is 14 percent.

Lesser Product Return Rate

Product Return Rate is a term that is better appropriate for firms that sell things rather than services. Consumer goods companies utilize the Product Return Rate as one of the elements to determine the customer retention rate of their customers. It is defined as the percentage of orders in which a product is returned to the sender. For the sake of simplicity, it refers to the percentage of items that have been returned by customers. An increasing product return rate is not a strong sign of a company’s ability to run efficiently.

Businesses should make it their primary goal to ensuring that the product return rate is as low as possible. Having a 0% product return rate also indicates that your consumers are pleased with your product and that there is a greater likelihood that they will continue to do business with your firm.

Product Return Rate = Number of Sold Units Returned / Total Number of Units Sold

Consider the following scenario: During the month of January, you have sold 10,000 units of your product. A total of 2K units were returned out of this total. If this is the case, your Product Return Rate is 20%.

Reduced Time Between Purchases

While the notion of Loyalty Customer Rate focuses on the number of times a customer makes a purchase over a specific period of time, the concept of Time Between Purchases focuses on the time component itself. Time Between Purchases is a calculation that determines how long it will take an average client to purchase from your organization again. This is one of the customer retention metrics that may be used to determine how satisfied and happy your customers are with your products and services, as well as how long they have been using them.

If your clients are taking longer between purchases, it indicates that your product is not distinguishing itself from the competition.

Your client retention rate will increase as a result of this.

Time Between Purchases = Total Number of Individual Purchase Rates / Number of Repeat Customers

Consider the following scenario: Consider the following scenario: your company has 15 recurring clients. The average time it takes each client to make a purchase again (30 days) may be calculated by taking the average time between each transaction and dividing it by two.

Customer Lifetime Value

In addition to Customer Lifetime Value, another important customer service measure that may help you increase your customer retention rate is Customer Retention Rate. Client Lifetime Value (CLV) is defined as the revenue created by a customer over the course of their relationship with a company. An rise in Customer Lifetime Value indicates that your company is on the right road and should be rewarded. When your client’s Consumer Lifetime Value decreases, it is an indication that your customer is decreasing or regressing on some level.

In order to boost customer retention, it is advised that organizations maintain a greater Lifetime Value for their customers.

Customer Lifetime Value = Average Purchase Rate * Average Number of Purchases * Average Customer Lifespan

Consider the following scenario: you are measuring the CLTV in order to determine the SaaS retention rate. When the average income of $5K is multiplied by the average lifespan of four years, the total lifetime value (CLTV) is $20K.


Some of the customer service metrics that you should evaluate in order to enhance your customer retention rate have been described in further detail in the preceding section. It is advised that you look into other customer retention measures in addition to the five indicators listed below in order to increase your customer retention rate and lower your customer churn rate.

With Apptivo CRM, you can easily track the success of your sales, assess conversion rates, calculate client retention rates, and boost your overall productivity without having to hire a third party.

Also, Read

  • The Role of Customer Relationship Management in the Travel and Tourism Industry 7 Best Practices for Getting the Most Out of Your Customer Relationship Management System
  • Understand the distinction between a Sales Pipeline and a Sales Funnel.

Leave a Comment

Your email address will not be published. Required fields are marked *