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Five Customer Retention Strategies That Build Loyalty and Business

Every business needs to build a customer base, but your company could take unnecessary financial hits if you do not have a customer retention strategy in place. Bringing in a new customer is actually ten times more expensive than retaining old ones. That is why our Uptown | Park Cities | North Dallas print center is here to help you kickstart some useful strategies.

Let’s look at five ways you can encourage past customers to stick around.

 

Make a good first impression

You want customers to have the best possible experience, especially the first time they are making a purchase. Make the process as easy as possible for them. Give clear steps on how to order your products or services. Offer customer support that is easy to find and use.  If they encounter trouble at any stage in the process, it’s unlikely they’ll be interested in returning.

You also want customers to learn something about your company in their first interactions with you. Brand building is highly important for customer loyalty and retention. Your signage, both external and internal, as well as your staff, are critical components of setting the stage for your brand. Tired or dated signs aren’t doing you any favors. Look at your window graphics and external signage with a critical eye. Are they working overtime to draw people into your business? 

Also, look at how easy it is to navigate your store or business. Consider floor graphics, retail signs, and other markers that help customers easily figure out how to find what they are looking for. 

 

Offer surprise deals

Who doesn’t love an unexpected gift? Surprise deals or offerings are a great way to re-engage with customers. Send promotions to past customers as a thank-you for their loyalty and a reminder to keep coming back. Or, consider sending discounts and/or an appreciation note on customers’ birthdays or anniversaries. You can also use metrics on their past purchase behavior to personalize the promotion to them. It’s worth noting that 1 in 4 customers receive deals for products they would never be interested in purchasing. Sending offers for unwanted products or services can make you seem out-of-touch with your consumer base, which is the opposite of what you intended. The more targeted you can be with an offer, the better.

Finally, try to include customers’ names on the direct mail marketing and other materials you send out. Personalization is proven to resonate more strongly with audiences.  

 

Ask for reviews and respond to complaints

Customer feedback is one of your most valuable resources. Without it, you don’t know how people are responding to your products or where improvements are needed. It is also far harder to build trust in your brand without the recommendations of others. In fact, 91% of consumers read online reviews, and 74% say they trust businesses more after reading positive reviews.

Encourage customers to leave reviews by asking them verbally, through thank-you emails, or on social media posts. Your website should also have a place for leaving reviews.

Some business owners are wary of doing this. After all, negative reviews could destroy your business, right? Actually, negative reviews are an excellent opportunity for you to respond to complaints and show your commitment to customer satisfaction! Someone who took time to write a bad review is still engaged with you. And, they are more likely to return if you re-build that trust than someone who dropped all engagement and walked away. Responding to negative reviews is a big part of your customer retention strategy!

 

Send educational newsletters

Occasionally sending discounts to customers is not enough for truly effective customer retention. Education in the form of brochures, mailers, blog posts, emails, and more are actually the #1 retention tool. Education engages customers and helps to build trust and loyalty to your brand. When people feel informed about your business and your upcoming products and promotions, they are more likely to choose you over a competitor.

Something to note? Physical mail has been shown to create a stronger, lasting connection with people than digital materials. Consider sending direct mail newsletters, so customers have something physical to hold onto and keep around.

 

Offer a customer loyalty program

Loyalty programs are an excellent way to reward customers for their business while encouraging them to return. The most effective loyalty programs build up points through various behaviors, such as leaving a review or recommending your products to friends, not just purchasing from you. All of these things are important for your business, and you want to reward and encourage any positive behaviors.

It is also a good idea to have multiple options for rewards. Your customers will not care about your loyalty program if they are not interested in the perks they get out of it. Some ideas for program rewards include discounts, store credit, charity donations, and early access to your upcoming new products.

 

Your Uptown | Park Cities | North Dallas Resource for Customer Retention Services and Materials

Are you ready to reach out and build a loyal customer base that keeps coming back for more? Our team at AlphaGraphics Uptown | Park Cities | North Dallas has 35+ years of experience working with local businesses on their marketing strategies and retention programs. We offer everything from design to production to shipping of all your printed materials. We make business easier for you. Don’t believe us? See our public reviews for what customers have said about our high-quality products, excellent customer service, and efficient turnaround times.

Contact us today or request a quote to learn how we can help.

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