subject: Mustard Design: Keep Customers Using Retention Marketing [print this page] Following the recent economic downturn customer retention has never been so important, acquiring new customers is far more expensive than keeping an existing one. Many businesses are turning to retention marketing, in an effort to convert occasional and first time customers into long term, loyal customers that will come to their business first.
There are a number of ways you can keep your company at the forefront of a consumers' mind, communication. Communication is the key, if you are regularly in touch with your client base they are more likely to remember you; sending related emails or newsletters based on their past purchases can act as a gentle reminder that your company is still there.
Make sure the content of your website is search optimised, a customer may have found you once, but it doesn't necessarily mean they will be able to find you again. Consider the terms customers will use when searching for your products, pay attention to the products name and any brands that are likely to be searched.
The most influential aspect of customer retention is how you treat your customers when they shop with you. The service received by customers will ultimately determine whether or not they choose to use your company again. Make the kind of information a customer would look for readily available on your website e.g. your returns policies and delivery information.
They are providing customers with ways to communicate with you if they have any problems or comments will also help. Special offers or discounts if you refer a friend will not only result in a new customer coming to your site, but could also lead to them returning.
