Cheap Customer Retention Management Tips You Can Action Today!


Customer retention management ideas will save you from incurring the costly expense of customer churn. Though customer retention is measured by businesses in terms of average order value, frequency of purchases and lifetime value of a customer, it is one of the most qualitative metrics of goodwill earned by the business.

  • Maintain A Frequent Communications Calendar

Customers rarely remember your brand unless it creates a lasting impression in their minds. In many cases, even if customers are satisfied with your product or service and want to repurchase, they may not remember your contact details. Businesses must make it a practise to update and adhere to a frequent communications calendar which prompts them to keep in touch regularly.

  • Personalize The Shopping Experience

Behavioural statistics have proved time and again that customers prefer to shop with a company that can provide them personalized experience when shopping. Look out for those minute feel-good factors and work on them to create positive experiences for your customers. These are more consistent in customer retention management than free gifts and discounts. For example when you asked for poolside room in a hotel and they allot a similar room to you the next time when you check in before you ask for it, brand affinity is guaranteed.

  • Connect Through Social Media

Social media communication is not expensive and can get guaranteed results in customer retention management. Customers on social media sites share information in a conscious and effective manner. It is a great place to promote your loyalty programs and promotional events. Social media remarketing campaigns bring in the missing human element in corporate communication. It leads to the generation of the valuable marketing asset, namely user generated content.

  • Be Empathetic In Customer Service

Customer service is the most potent tool by which customer's expectation of your brand can be matched and exceeded. Be patient and display compassion and empathy over customer calls. Improve your access to customer database and have those details ready when answering customer calls. Many customers dread the prospect of being put on hold endlessly. Be courteous and receptive during customer calls. Give them the impression that their conversation is being heard and reaffirm that their complaints will be solved in the shortest time frame possible.

  • SMS For Remarketing

When compared to emails, these short messages have an amazing click-through rate. Because of their size, they urge customers to take immediate action. They are highly effective in attracting attention towards loyalty events, offers and campaigns. Premium messages even have facilities for customers to give feedback, pay bills etc., that add to convenience in transactions and payments. Subscribing to a bulk SMS software is not very expensive and selective lists of customers based on their demographics can be created.

These tips will not be hard on your budgets and can be actioned with immediate effect. To keep customers engaged and positively influenced by your brand, focus on consistent efforts in creating comfortable experiences for them, both online and offline.

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