One thing that doesn’t change in a business is keeping customers is harder than getting them. Yes, that’s always true. Many business people are sad when they see their customers leave and move to another company or even move to a competitor.
For that it is very important to know the effective way to retain customers. Previously, I also explained the customer journey. This tells about the prospect’s journey to become a buyer and become a customer. You will find it easier to retain customers if you understand your customer journey map.
Understand Retaining Customers
Retaining customers is an effort made by involving all the resources that a business has to make its customers loyal and able to make repeat purchases.
Mr. David is a car repair shop owner. every time he finishes repairing his customer’s vehicle, he provides free car wash services. Mr. David’s action is a picture of retaining customers. He provides additional services for free to his customers. I will explain other tips in this article.
Why Retain Customers
As I said earlier, many business owners are sad to see their customers leave. It’s just as sad when a lover or wife leaves without a reason.
So it’s true this Marketing Quote
The consumer is not a moron; she is your wifeBy David Ogilvy
A business will thrive when it is able to retain its customers. I’ve also heard a saying that a business’s income is supported by 20% of all its customers. 20% referred to here are loyal business customers. Loyal customers will make repeat purchases of our products even though the price is higher than the price of competitors’ products.
Now let’s see, what efforts can we make to retain customers and keep them loyal to our business. I will provide an overview with 2 methods, online and offline.
Retain Customers With Online Media
Getting closer to customers through online is one of the right ways to retain customers. The media that can be used are social media and social chat.
Getting closer to customers through online is one of the right ways to retain customers. Media that can be used are:
- Social media
- Video Media
- Social Chat
Using Social Media to Retain Customers
To use social media, you should first analyze where your customers are on social media. You can take samples at random and type their full name on social media, for example on Facebook, Instagram, Twitter, Google Plus, Pinterest and others.
You can also find out where your website traffic is coming from from social media references. After finding it, make posts on social media at least 3 times a day. You can learn the best times to post on social media:
Remember, posting on social media is to get closer to customers and build a strong brand. So that the type of posting does not need to contain sales elements. You can combine these types of posts on social media:
- Posts containing tutorial content about using your product.
- Posts that contain funny content and have something to do with your product.
- Contest and quiz posts that are related to your product.
- Giveaways Post
Using Video Media To Retain Customers
Some companies make Youtub and TikTok to strengthen their brand and bring their brand closer to their customers.
Not much different from the type of post on social media. It’s just that social media uses more interesting words and images. While on Youtube and Tiktok, of course, use interesting videos.
Posting 1-3 videos a week is great. You can post video tutorials, videos of togetherness with customers, or even just videos of congratulations on holidays, happy independence days and so on.
You don’t need to make a long video, 30 seconds to 1 minute is enough. But for video tutorials, if the content is a lot, you can make it into sections and post regularly. You can learn the best time to post a YouTube video for maximum results.
Using Social Chat To Retain Customers
Building good relationships with customers to maintain it can also use social chat, Maybe you have spent the night at a hotel and after you check out you get a message of thanks from hotel management. Or maybe you’ve received a thank you message from your sim card provider for paying bills on time, so they respect that and give vouchers. It is a simple message to carry out but the person who receives it will always remember it.
There are many things you can do to customers using social chat. This is where the customer data base comes in. From the data base, you can find out their birthdays, and the chat application used.
If you have a very large number of customers, then look for the 20% of customers who give your business a big profit. Make a plan and do automatic messaging for their birthday or send a message when they are celebrating a certain event.
You can use this application to send messages to your customers.
Those are tips to retain customers online. then I explain the second method.
Retain Customers Offline
This is old fashioned but very powerful especially for local businesses. I’ve surprised my customers this way. At that time I got his post on Facebook below that he was marrying off his son. Even though I didn’t receive the invitation, I came to the party, and I also sent congratulatory flowers on behalf of the company.
And the results are extraordinary, now it’s 7 years of being our customer, even his family has become our customer.
Here are tips for retaining customers offline :
- Give a member card
- Going to a party that is open to the public, even if you are not invited, this will make him sympathize with you.
- Ask for help to review your product. This will make him proud.
- Ask for testimonials on your services. it will also make them proud.
- Create a gathering event and invite some of your potential customers.
- Give an attractive or memorable gift. It doesn’t have to be expensive.
- nvite the most purchased customers to dinner.
Tips for maintaining customers will run well if supported by the quality of the products and services you have. The points I have explained above will not be useful if the product or service you are selling is of poor quality in its class.
And finally, set aside some of your company’s profits to get closer to customers so that they are always loyal to your brand and products.