Teamwork Desk lets your team manage all client requests in one spot so you can provide the best customer experience. The best way to do that is to create an onboarding experience that includes some quick wins. A Customer Contact Council study debunked the notion that delighting your customers will win their loyalty. Instead, they customer retention for brokers discovered that the best way to build loyalty and decrease customer churn is to solve their problem. But that doesn’t mean client retention is any less valuable than earning new logos. In reality, several client services businesses will say retaining clients is one of the most essential aspects of growth and profitability.

how to retain clients

With this report, you understand the health of a project immediately, so you can make any necessary changes or updates. Don’t let a project fall apart and then break the news to the client. Here’s the bottom line – it costs you 5% to 25% more to acquire a new client than to keep an existing one.


And, in a perfect world, they also help grow a business through positive word-of-mouth marketing. Many ecommerce entrepreneurs focus on attracting new customers, and while you need new customers, it’s just as important to nurture your existing base. Alright, not all ten of our customer retention tips can be automated with apps. So make sure that you provide your customers with an honest experience when they’re shopping from you. Whether that be through faulty products, confusing returns policies, unknown charges, or something else, people are quick to lose trust nowadays.

Instead of waiting for customers to come with questions, comments or concerns, you can proactively solicit their opinions via feedback mechanisms like customer surveys. Per Tyler Martin, business coach at ThinkTyler, Customer Intelligence Platforms (CIPs) help businesses collect, analyze, and act on customer data to develop customized offerings. Happy Email sends automated thank you messages to new customers 30 minutes after their first purchase.

What is customer retention? 11 examples and strategies to retain customers

Customers like it when brands appreciate them and give them reasons to stick around. Strong incentives include loyalty programmes, discount codes or special offers. These will motivate customers to continue buying from your business. There are several types of loyalty programmes, from points-based systems to tiered rewards.

Once you streamline and speed up ticket resolution, you will make agents happier and retain more customers. Embrace the fact that modern marketers and sales professionals are involved in the end-to-end customer experience, with education playing a critical role throughout. Before they become customers, prospects want to understand the value of making a change. In other words, they need to be convinced it’s worthwhile changing their current way of doing things. Once they’re convinced, they want to be sure they should choose your company and its offering as the way to make that change. You’ve likely heard that most companies find 80% of their revenues comes from 20% of their customers.

how to retain clients

Digital marketing influencers have found that consumer word of mouth is a powerful tool in growing sales, it generated 2x the sales gotten from paid advertising. Whenever you find one, don’t ignore it or feel reluctant about it. That way, users will learn, appreciate, and build confidence in your brand. This would inspire more active participation, and in turn build your customer’s confidence to trust in your brand. According to Nielsen Norman Group, “Newsletters are great for growing or maintaining relationships, even during times when people aren’t actively making purchasing decisions.

For people who want to manage their reproductive health, Flo offers a world-class platform that predicts, analyzes, and tracks individual health data. By stepping in at this stage, Adobe is giving customers a reason to stay a little longer so the brand can prove its value to them. For example, Chewy has commissioned paintings of a customer pets. Other ideas could be hand-written thank you letters or free samples of new products. Exceeding your customer’s expectations with something like an added gift or benefit will give them joy they won’t forget.

Summary: How to Retain Customers in 2021

Simplify customer service workflows so tickets get to the right departments and representatives. This makes the support process easier for agents and faster for customers. Create multiple support request forms and conditional ticket fields. This will provide customers with a personalised form that only asks for information related to their problem. This will instantly direct different types of tickets to specialised agents.

  • Now that you know 10 excellent client retention strategies your company can use, how might you put them into practice?
  • The order confirmation, the shipment-sent confirmation, the follow-up thank you.
  • For many unhappy customers, empathy only goes so far, so be transparent and involve the customer in the solution process.
  • Online grocery shopping and self-service scanners are convenient, but people still like dealing with other people.
  • These are risks which you may need to take on your entrepreneurial journey, but make sure that they’re calculated risks.
  • To calculate the percentage, divide that number by the total number of customers at the start and multiply by 100.

“They calculate how many of our daily/monthly orders are completed from repeat customers, which helps us know that our retention rate is growing,” he added. Which of these customer retention strategies are you currently using? The more comfortable they feel, the higher your customer retention will be. And there are lots of ways to do it with simple customer retention strategies. But for all sectors, the idea is to provide a level of quality and service that keeps people coming back – customer retention perfected.

As crazy as it sounds, you don’t need a product offering that can do everything — but a product offering that can do a handful of things extremely well. If you decide to purchase one brand over the other, you’re committing to the scents that come with it. So it uses the principle of surprise reciprocity to delight its customers with spur-of-the-moment gifts and cards for their pets.

how to retain clients

Discounts and freebies are a great way to delight your customers, but they can be costly. Instead of leaning too heavily on these delighters, you should embrace the art of the frugal wow — creating reciprocity through small, thoughtful gestures. Brainstorm some ways you can surprise your customers with a kind gesture. For example, at Help Scout, we occasionally send handwritten notes and swag to our customers just to say thank you.

Truth be told, there are still challenges of marketing automation. For instance, be conscious of what you promise in your response time and keep to it. If you promise to deliver product 30 minutes after order, just do that. Psychologically, scientists say that surprise is good for the brain. If you lose a customer, you’ve wasted 7x the resources used in converting them.

Engage in cause marketing

Now that you know 10 excellent client retention strategies your company can use, how might you put them into practice? Many companies employ a customer retention program that combines multiple tactics successfully. With so many brands competing for your customers’ attention, personalization helps your company stand out. This tactic shows your clients how much you value them and encourages them to stick around which can greatly improve customer retention.

You know the people on the receiving end of these ads made purchases on your site, making social targeting a valuable tool for your customer retention strategy. Truly, hearing from customers directly to know how they feel about your products and services is a great way to cement the bond that already exist. In essence, it can help you develop engaging custom content for customer retention.

Begin building relationships with customers by providing generic, valuable content and engaging with people who comment and leave feedback. The bottom line is that the strategies above should hopefully give you some fresh ideas for approaching retention, but they’re not a cure-all. Your product and service will do most of the heavy lifting in keeping customers loyal, and there are no shortcuts for that. Many companies assume exceptional customer service can only be achieved by going above-and-beyond — that loyalty is built on showy gestures.