Customer Retention Strategies That Work Well

Calendar June 8, 2011



Is customer attrition a problem within your company? This happens to many companies if they get too large and their level of service decreases. The following four customer retention strategies should be applied in order to help retain some of your customer base.

Your starting point is always going to be your customer service staff. Make sure these individuals are adequately trained in delivering a professional and courteous service at all times. Response levels on any sort of telephone support systems should be as quick as possible. Your staff need to take ownership of each issue that comes in and deal with it appropriately. A high level of service will encourage customers to repeatedly come back and purchase your products.

Don't lose sight of customer feedback. Your customers are explaining to you which attributes/items they like and dislike in your product, brand and service on a daily basis. This may be through surveys, questionnaires, blogs, website comments, market research, etc. all of this information needs to be constantly reviewed and analyzed to identify which customer retention strategies could be applied. In particular, focus on areas of dissatisfaction and put changes in place.

Every company has their own business intelligence strategy. This involves analyzing customer data in order to manage customer relationships. In particular, CRM systems allow you to quickly identify customers who frequency purchase your products and therefore should be included in loyalty programs. Likewise special offers, follow-up contact and thank-you notes are key ways of retaining customers and staying in touch.

Finally, the simplest of all customer retention strategies is simply to keep repeatedly setting on an ongoing basis to your customers. This constant interaction builds up a relationship and a sense of loyalty over the years. Customers are less likely to actually switch brands if they are repeatedly purchasing. The ease of purchase and familiarity with your customer service representatives also builds up the sense of loyalty.




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