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A company needs to implement different strategies to retain customers, and once they are within the corporate ecosystem, it is necessary to present actions and values so as not to lose them.
That’s why customer retention is an important KPI, that is, a key performance indicator, which companies must measure and, consequently, improve, as far as possible.
Customer loyalty is a company’s ability to keep people coming back to consume, even over a long period of time.
Retaining a customer indicates that a company’s product or service pleases those who have already gone through inbound marketing, that is, through the steps of:
In this way, the customer stays with the company, follows social networks, and looks forward to news. All this without having to resort to a competitor.
When a company has loyal customers, it does not need to invest so much in marketing, sales, and employee training, among many other integration costs.
In addition, customers who stick around tend to be happy, which makes advertising media and social networks a point of reference.
Therefore, it is worth knowing 4 strategies to retain customers, and thus maintain a healthy retention rate, which is beneficial to ensure profit and business revenue.
The first impression is essential to ensure customer loyalty. After the initial excitement of getting a product, or hiring a service, most customers will go back to their first experience with the brand, keeping it in their memory.
If it is very positive, customers tend to stay with the company, and even refer to third parties, becoming an organic brand ambassador, promoting free word-of-mouth advertising, through social networks, or even encouraging relatives and friends.
To include the customer in the process of identifying with the brand, it is necessary to know how they feel, what feelings the company reflects, and what they like, in addition to paying attention to what needs to be improved.
It is worth noting that collecting feedback is beneficial for loyalty strategies, just as closing a loop with customers is crucial.
This can be done by personalizing thank you messages and sending direct responses to customer comments.
This demonstrates that the company is listening and using what is being said to improve, in the best possible way.
Marketing can never stop, first because the customer needs to know that the company is always present. Second, because competition can be high and loyalty low.
That is why it is important to use techniques and strategies aimed at advertising, such as:
Videos, podcasts, posts on social networks, always presenting news and benefits to customers, using new technologies, allows you to stay alive in the minds of customers, and the general public.
Rewarding a loyal customer can be done through exclusive offers, and purchase priority at product launches, among other actions that prioritize and highlight consumers.
Even brand promoters can be an essential part when it comes to customer loyalty.
They can be thank you mouthpieces, and with that incorporate direct rewards to consumers, according to the company’s marketing strategy action plan.
Customer retention doesn’t improve overnight. Still, with strategies to retain customers being applied correctly, as well as a marketing plan, it is possible for a company to be able to convince them to come back regularly.
Therefore, it is necessary to know the target audience in-depth, and find out what they want and need, what their problems, desires, and desires are, and where their pain points are.
Next, you need to find ways to surprise, delight, and motivate them. For this to happen correctly, it is worth:
Using the appropriate tools. It is possible to test all the strategies presented and continue to continually refine the approach between the company and the client.
