Customer Retention – Small Tweaks To Keep Your Customers Coming For More
Research by Forbes shows that 20% of your customers contribute to 80% of your profits (a.k.a the Pareto Principle). It takes significant effort and time to earn customers’ loyalty and trust. So once you’re able to grow your customer base, the last thing you want is to lose them. Therefore, customer retention is a crucial KPI to grow your profits and expand your business.
The Importance of Customer Interactions
To keep your customers coming for more, look at your brand’s entire customer experience. This involves everything that customers may feel and think while encountering your brand.
77% of buyers would rather choose a company that delivers great customer experience and support, according to the Customer Experience Trend Report.
Customer-specific interactions, like how your brand communicates values or resolves support tickets, are just some of the factors that can impact a shopper’s relationship with a company.
Making interactions more personal, rewarding, and convenient can greatly improve customer retention.
So, to improve customer retention, you need to make your services more personal, rewarding, and convenient.
Respond To Customer Support Requests Quickly
Quick replies result in higher customer satisfaction. In fact, 73% of customers choose brands that respond faster to their queries.
Having dedicated call center agents for your e-commerce and retail business can decrease holding time by 22% while ensuring top-notch customer service quality.
Even if your agents are unable to solve a ticket straight away, responding to the customer as soon as possible pays off. Let them know that you have received their query, and provide an approximate time it may take to resolve their problem.
Most customers are happy to wait if they know that you’re working on a solution.
On top of that, offer proper support on your customers’ preferred channel.
For instance, hosting companies know that live customer support are paramount when their clients’ sites go down. But, some customers might want to use phone support or even self-service for different queries.
Leverage Context For Personalised Support Interactions
Customers often get annoyed when asked to explain a problem over and over. So, make sure to connect incoming requests to a fitting agent and use the available customer history to offer better assistance. Leverage skills-based routing and route your inbound calls to the most appropriate and competent agents, for a better customer experience.
Don’t Just Promote — Educate
Customers are likely coming to you from different directions. Some of them know your product well; some know the type of product they are looking for; and some of them are even browsing randomly and stumble upon your product.
Make sure you have the capacity to address the various questions these different groups of people might have. Their interests will vary from general to highly specific, and it’s your job to make sure you cover all of those. It’s best if you can anticipate some of their questions with ready materials.
- Offer in-product communication and provide tutorials and tips to help new clients get started
- Provide one-on-one training sessions via sales, support, or onboarding specialists.
You can conduct product demonstration sessions, and walk potential and existing clients through your specific offerings.
Focus on Frictionless, Fast Delivery
While interaction is important, so is the timely delivery of products and services. By making your shipping even faster and more efficient, you can leave a lasting impression, incentivizing buyers to keep purchasing from your brand in the future.
Outsourcing fulfillment may help you run your eCommerce business more effectively and shift customer expectations in the right direction. With a competent partner, you’ll also be able to optimize your fulfillment processes from packaging and prep to delivery.
But make sure you analyze your particular requirements and needs to position yourself better. This will help you outsource to a dependable fulfillment provider, improve customer retention, increase your bottom line, and meet customer expectations.
Implement Proper SOPs to Boost Customer Satisfaction
ECommerce order fulfillment operations are complicated, with various key players involved in the entire process. One slip-up can result in a poor customer experience and reduce your customer retention rate. By implementing standard operating procedures (SOPs), you can ensure no delays in delivering the products as you promised. Also, it reduces customer complaints, ultimately resulting in higher customer retention.
Use Omnichannel support
Don’t limit yourself to a single customer support channel. With omnichannel support, your customers can contact you in their preferred way – via email, chat, phone call, and so on. Such experience can significantly increase customer retention as it makes it easier for the customer to contact support or make a purchase.
By focusing on multiple customer service touchpoints for your brand, you can strengthen a seamless and outstanding experience.
Optimizing your omnichannel support can help the existing customers chat from any device — phone or computer — and effortlessly switch between channels.
Why Customer Retention Is Crucial For Your Business
Losing your customers is too costly: the global value of one lost customer on average is $243!
Begin by delivering a positive and compelling customer experience, and invest in your people to assist your customers better. As a result, customer commitment, retention, and brand loyalty will increase.
Exceptional, exclusive end-to-end customer experience is a great way to gain customer trust, turning them into your brand advocates. Remember that building long-lasting, meaningful customer relationships requires time. To improve customer experience and customer retention, we recommend taking advantage of a strong, cloud-based contact center solution. Take advantage of our free, 14-day CloudTalk demo and see if it’s the right fit for your business needs No credit card required.
Jake Rheude is the Vice President of Marketing for Red Stag Fulfillment, an eCommerce fulfillment warehouse that was born out of eCommerce. He has years of experience in eCommerce and business development. In his free time, Jake enjoys reading about business and sharing his own experience with others.