Retention is the new acquisition: the best way to retain & increase your customer base/turnover.

Retaining your existing customers and why this is more important than getting new customers.

The importance of running a successful eshop

In today's competitive market, acquiring new customers is important, but retaining existing customers is the basis of a successful business. Despite recognition of this fact, many businesses face challenges in retaining their customers. In this article, we will look at the best way to retain your existing customer base in your business.

Offer value and excellent service

You consistently deliver value and exceptional service. Offer high quality products or services that meet their needs. Communicate with your customers to understand their preferences and offer them personalized solutions. A good way to achieve this is to use an email marketing platform to send personalised messages and offers to your customers.

Create a relationship of trust

Customers prefer to work with businesses they can trust. Build a trusting relationship with your customers either through one-on-one communication or by showcasing your certifications and accomplishments. An example of this is posting your positive reviews from satisfied customers.

Invest in the training and development of your staff

Ensure that your staff are well trained and continuously developed. Invest in training and education programs that will equip them with the necessary skills and knowledge to provide excellent service to your customers. One example is the the organisation of internal seminars or participation in external training programmes.

Offer benefits to your loyal customers

Offer perks and rewards to those who remain your loyal customers. Create a customer loyalty program where customers can get discounts, free shipping, special offers and access to exclusive content. One example is. setting up a loyalty programme with discount cards or points that customers can redeem on future purchases

Keep open communication

Keep an open line of communication with your customers and respond quickly to their questions, concerns and problems. Use regular communication channels such as phone, email, live chat and social media to keep in touch with your customers. One example is the availability of a chatbot on your website that can automatically answer frequently asked questions and provide assistance to customers.

Continuous innovation and adaptation

Customer needs and preferences may change over time. Stay at the forefront of the market by constantly offering innovative solutions and products that meet new demands. Study the market, follow trends and maintain a flexible approach that allows you to adapt quickly. One example is continuous research and development of new products and services that deliver innovation and value to your customers.

Community and networking

Create a community around your business and expand your network. Participate in events and exhibitions, organise meetings or online events and create content that encourages interaction and participation from your customers. This will help you build trust, create links and establish your position as a trusted business. One example is creating a blog or a newsletter that will attract and maintain the interest of your audience.

Maintaining your existing customer base requires continuous efforts and dedication on the part of your business. By implementing the above strategies and creating a great experience for your customers, you can maintain a large customer base for your business. Remember, your constant effort to listen to your customers' needs and constant striving for improvement are the keys to growing your business.

After reading this article, you now know the following:

Retaining customers is just as important, if not more important, as acquiring them.
Providing excellent service and customer experience is a key condition.
Investing in staff training and education enhances customer service.
By offering perks and rewards, you can encourage the retention of your loyal customers.
Communicating and responding to customers' needs is necessary to retain them.
Yes, constantly innovate and adapt to new market requirements.
Building a community and networking strengthens your relationships with customers.

These strategies can help you succeed in retaining your customers and drive them to repeat orders.

If you need help understanding whether email marketing would be rewarding for your business and how it can become part of your marketing strategy, we are at your disposal. Without any obligation, we can do an email Email Marketing audit and suggest improvement strategies. In our company we provide email marketing services to ecommerce partners-owners all over the world and we are always ready to help you achieve your goals.