How To Retain a Client

Written by LiveLink
September 16th 2024

How To Retain a Client

You’ve probably heard this many times – it’s cheaper to keep a client that find a new one. Here are some ideas that will help you keep your clients coming back time and time again.

To keep a client returning after their first appointment or purchase, you’ll need to create an experience that exceeds their expectations and builds long-term loyalty. Here are several strategies to help you turn one-time customers into repeat buyers:

1. Personalised Follow-Up

• Send a Thank You Email or Message: After their visit or purchase, send a personalised email or message thanking them for choosing your business. Include relevant content such as product care tips, advice, or a “welcome” offer for their next visit.
• Follow-Up Calls: A quick follow-up call or message can enhance the relationship by showing you value their business. You can ask for feedback or offer help if they need assistance.

2. Exclusive Offers for Repeat Customers

• Loyalty Program: Create a rewards program where customers can earn points for every purchase, leading to discounts, free items, or exclusive perks. Make sure the program is easy to understand and enticing.
• Discounts or Coupons: Offer a limited-time discount for their next purchase within a certain window (e.g., “10% off your next appointment within the next 30 days”).
• Exclusive Early Access: Give repeat customers early access to new products, services, or special events. Make them feel like VIPs.

3. Personalised Recommendations

• Product Recommendations: After their purchase, suggest complementary products or services that fit with what they’ve already bought or shown interest in. Use their previous behavior to tailor these suggestions.
• Appointment Scheduling Reminders: For service businesses, send reminders about booking their next appointment before they have to reach out. Offer a time-saving option, like one-click booking.

4. Create a Memorable Experience

• Exceptional Customer Service: Ensure that their initial experience is seamless and memorable. Be attentive, listen to their needs, and go above and beyond to exceed their expectations. Positive interactions build loyalty.
• Surprise Freebies or Small Gifts: Include a surprise gift or sample with their order or during their visit, such as a small product sample, a free trial of a service, or an unexpected upgrade.
• Special Touches: Personalise the experience by remembering details about them (their preferences, name, etc.). If you run a service-based business, offer a personalised greeting next time they visit.

5. Build a Community Around Your Brand

• Engage on Social Media: Encourage customers to follow your social media pages for exclusive content, promotions, or updates. Use this platform to engage with them regularly through fun posts, contests, or behind-the-scenes content.
• Customer Reviews and Testimonials: Ask for reviews after their first interaction. Follow up with a thank you if they leave a review. Featuring customer stories, case studies, or testimonials can also build a sense of community.

6. Offer Subscription Services

• Subscription or Membership Model: If applicable, offer subscription services for products or services. For example, automatic deliveries of frequently used products or subscription packages for services (like beauty treatments, fitness classes, or coaching).
• VIP or Premium Membership: Create an exclusive membership tier that offers regular customers discounts, free shipping, priority booking, or access to special services or events.

7. Customer Education and Engagement

• Create Educational Content: Provide value beyond the sale by sharing educational content that enhances their experience with your products or services. This could include tutorials, guides, or webinars.
• Send Regular Updates: Keep them engaged with a regular newsletter that offers not just promotions but valuable content, updates, or news about your industry.

8. Incentivize Referrals

• Referral Program: Encourage customers to refer others by offering rewards, such as discounts, free products, or other perks, when they bring in new clients. Word-of-mouth can be a powerful tool for repeat business.

9. Timely Re-engagement Campaigns

• Win-Back Campaigns: If customers haven’t made a purchase or visited your business in a while, send re-engagement emails or messages with exclusive offers or reasons to return. Personalise these based on their past behavior or purchases.
• Seasonal or Thematic Promotions: Engage them with seasonal promotions, themed offers, or holiday discounts that give them a reason to return during special times of the year.

10. Leverage Technology to Personalise

• CRM Tools: Use customer relationship management (CRM) software to track customer preferences, past purchases, and interactions. This will help you personalise your communication and offers, which in turn fosters loyalty.
• Automation: Set up automated systems for follow-up emails, reminders, and exclusive offers based on customer behavior, making sure your messaging is personalised and timely.

11. Collect Feedback and Act on It

• Ask for Feedback: After their first visit or purchase, ask them how their experience was. This could be via email surveys, social media polls, or personal outreach.
• Act on Feedback: Show customers that you’re listening by making changes where necessary or rewarding them for their feedback with special discounts or other perks.

By providing exceptional service, creating meaningful and personalised experiences, and continuously offering value, you can foster stronger relationships with your customers that lead to repeat business and long-term loyalty