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    • Hi Neil,

      Just a quick thank you for the web site. I just got a phone order from it! She was ringing from Sydney!!

      Thanks heaps, that’s an order I would have missed out on if it wasn’t for you

      —Emma Cunningham

Customer Retention


customer retentionCustomer retention is a critical part of business profitability, but this doesn’t mean you should retain customers at all costs – it is more about ensuring that you retain your profitable customers.

This is especially true when you remember that 80% of your sales come from 20% of your customers and clients.

Most businesses make the costly mistake of chasing growth by focusing only on customer acquisition, when the key to sustained growth is often retention of your existing customers. Simply put, it is five times more profitable to spend marketing and advertising dollars to retain current customers than it is to acquire new customers.

How do you retain customers?

Increase your understanding of customers. To achieve this, experience what your customers experience when they deal with you and see how you can make that experience a better one. Stop thinking about the transaction from your perspective and start thinking of it from your customers’ point of view.

Customer Retention is more than giving the customer what they expect; it’s about exceeding their expectations so that they become loyal for your brand. Creating customer loyalty puts customer value first rather than maximizing profits.

Tips on retaining customers

  • Welcome, acknowledgement, sales recognition
  • Membership cards and programs that entitle your customers to special offers, discounts or preferential treatment.
  • Increase your understanding of customer needs.
  • What do your customers really think about you and your staff?
  • What do your customers really think about your product or service?
  • Deliver a great customer experience.